Support Center

• 1: Overview
• 2: How-to Guides
• 2.1: Contact Us
• 2.2: Support Plan
• 2.3: Knowledge Center
• 3: Release Note

1 - Overview

Service Overview

The Support Center is a service that provides technical support, standard architecture, incident response, and service inquiries/answers needed when using the Samsung Cloud Platform.

Provided features

The Support Center provides the following features.

1. Service Request: You can view the service request history and register a new request.

   • Typical situations that require service request are as follows.
     1. Create some services in the Security service category
     2. Request for additional features for some services in the Networking service category

2. Contact: You can view the 1:1 inquiry history and register a new inquiry.

   • The typical situations that require Contact are as follows.
     1. Questions about how to use the service and inquiries regarding errors that occur during use
     2. Inquiries about questions regarding the use of Samsung Cloud Platform Console outside the service and errors that occur during use.

3. Knowledge Center: You can view frequently asked questions and their answers for each service.

4. Support Plan: Service tier that provides technical support, standard architecture provision, and incident response support required when using the Samsung Cloud Platform.

   • The typical situations that require a Support Plan are as follows.
     1. When experimenting or testing
     2. If there is a production workload
   • Support Plan can be used by selecting a level such as Standard or Proserv Plan according to the user’s situation.

2 - How-to Guides

In the Support Center, you can view service requests, inquiries, and frequently asked questions for each service along with their answers in the Knowledge Center.

Request Service

You can request services through the Support Center on Samsung Cloud Platform.

To request a service, follow the steps below.

1. Click the All Services > Management > Support Center menu. 1. Go to the Service Home page.

2. On the Service Home page, click the Service Request menu. 2. Navigate to the Service Request List page.

3. On the Service Request List page, click the Service Request button.

   • Select and enter the information required for the service request.

     Category	required status	Detailed description
     Title	Required	Title of the service request Enter within 64 characters using Korean, English, numbers, and special characters(+=,.@-_)
     Region	Essential	Select the region for the service request
     Service	Required	Select service group Select services available for that service group
     Task classification	Required	Select the type of operation you want to request
     content	Required	Write the content according to the template for requesting the selected task You can attach up to 5 files, each not exceeding 5 MB, and only the file types listed below are allowed. (doc, docx, xls, xlsx, ppt, pptx, hwp, txt, pdf, jpg, jpeg, png, gif, tif)

     Table. Service request items

4. Check the input information and click the Request button.

   • When creation is complete, check the Service Request List page.

Check service request details

In service requests, you can view the complete list, see detailed information, and check the progress.

To view the detailed service request information, follow these steps.

1. All Services > Management > Support Center menu, please click. 1. Service Home page is accessed.
2. On the Service Home page, click the Service Request menu. 2. Navigate to the Service Request List page.
3. Service Request List page, click the request for which you want to view detailed information. 3. Go to the Service Request Details page.

   Category	Detailed description
   status	Service request status Requesting: initial request state Assignment Completed: state assigned to a worker In Progress: state where the worker is processing Completed: work completed state
   Inquiry code	Unique identifier code for the service request
   Task classification	Task classification of the selected service when requesting a service
   Inquiry target	The service group and service name selected during a service request
   Region	Region selected during service request
   Author	User who requested the service request
   Request date and time	Service request creation date and time
   Title	Service Request Title
   content	Content entered when requesting a service
   Attachment	File attached with the service request

   Table. Service request detail page items

2.1 - Contact Us

Users can ask questions about the Samsung Cloud Platform through inquiries and view the responses.

Create Inquiry

You can create an inquiry through the Support Center on Samsung Cloud Platform.

To create an inquiry, follow these steps.

1. All Services > Management > Support Center Click the menu. 1. Go to the Service Home page.
2. On the Service Home page, click the Contact Us menu. 2. Navigate to the Contact List page.
3. On the Inquiry List page, click the Contact button.
   • Select and enter the information required for the inquiry.

     Category	Required status	Detailed description
     Title	Essential	Title of the inquiry Enter within 64 characters
     Inquiry Type	Required	Select inquiry type Feature Inquiry: For questions about usage and utilization of a feature, additional selection or entry of Region, Inquiry Target (service group/service), Resource Name is required Resource Error Inquiry: For error inquiries about a resource, additional selection or entry of Region, Inquiry Target (service group/service), Resource Name is required Service Inquiry: For service-related inquiries such as feature improvement requests, additional selection or entry of Region, Inquiry Target (service group/service), Resource Name is required General Inquiry: For account or usage fee related inquiries, Region selection is required Incident Inquiry: For inquiries about incident situations, for usage and utilization questions, additional selection or entry of Region, Inquiry Target (service group/service), Resource Name is required
     Inquiry Type	Required	Select the inquiry type Depending on the inquiry type, you must additionally enter/select Region, Inquiry Target, and Resource Name.
     Region	Required	Region to inquire
     Inquiry target	Required	First, select a service group You can then additionally select the available services that belong to that service group.
     Resource name	Required	Name of the resource to query
     Severity	Required	The level at which the inquiry affects the service No impact on the current service Development/Test environment request Production environment request
     content	Required	Write your inquiry You can attach up to 5 files, each not exceeding 5 MB, and only the following file types are allowed. (doc, docx, xls, xlsx, ppt, pptx, hwp, txt, pdf, jpg, jpeg, png, gif, tif)

     Table. Contact item

4. Check the input information and click the Request button.
   • When creation is complete, check the Inquiry List page.

Check detailed inquiry information

In the Inquiry section, you can view the full list of inquiries, see detailed information, and check the progress.

To view the detailed inquiry information, follow these steps.

1. Click the All Services > Management > Support Center menu. 1. Go to the Service Home page.
2. On the Service Home page, click the Contact Us menu. 2. Go to the Inquiry List page.
3. On the Inquiry List page, click the request to view detailed information. 3. Navigate to the Inquiry Details page.

   Category	Detailed description
   status	Inquiry status Inquiry Received: Initial inquiry receipt status Awaiting Response: The responsible person is reviewing the inquiry Pending Customer Action: Waiting after requesting additional information from the customer regarding the inquiry Response Completed: The response has been completed
   Inquiry code	Unique identifier code for inquiry
   Inquiry target	The service group and service name selected when making an inquiry
   Resource name	Resource name entered when making an inquiry
   Region	Region selected when making an inquiry
   Severity	Severity selected when making an inquiry
   Author	User who requested an inquiry
   Request date and time	Date and time the inquiry was created
   Title	Contact Title
   content	Content entered when submitting an inquiry
   Attachment	File attached when making an inquiry

   Table. Inquiry detail page items

2.2 - Support Plan

The Support Plan is a service that provides technical support, standard architecture provision, and incident response support needed when using the Samsung Cloud Platform, categorized into stages. Since service operating hours, technical support, and incident response service types differ by service tier, users can select an efficient service tier based on the applicable workload, such as testing, routine tasks, or critical operations.

Learn about Support Plan

Samsung Cloud Platform offers Support Plans in Standard and Proserv Plan tiers.

To check the Support Plan you are currently using, follow these steps.

1. All Services > Management > Support Center. Click the menu to go to the Service Home page.
2. On the Service Home page, click the Support Plan menu. You will be taken to the Support Plan page.

   Category	Detailed description
   Support Plan application status	Current application status of the Support Plan Active: Properly applied. No changes planned. In Progress: Scheduled for change.
   Plan change	Button to change the applied Support Plan For more details, see Support Plan Change
   Support Plan Types	Support Plan names and descriptions by tier Current Plan: The Support Plan tier currently applied Future Plan: The Support Plan tier to be applied after the plan change

   Table. Support Plan page items

Standard grade

The Standard tier is the recommended level for handling tasks that are experimental or require testing.

Proserv Plan Level

The Proserv Plan tier is the minimum tier recommended when there is a production workload.

Change Support Plan

You can apply changes to the Support Plan as needed.

To change the Support Plan you are using, follow the steps below.

1. All Services > Management > Support Center menu, click it. You will be taken to the Service Home page.
2. On the Service Home page, click the Support Plan menu. You will be taken to the Support Plan page.
   • From the My Support Plan widget, you can click the Plan Upgrade or Plan Change button to navigate to the Support Plan Change page.
3. On the Support Plan page, click the Change Plan button. You will be taken to the Support Plan Change page.
4. On the Support Plan Change page, select the Support Plan you want to change, then click the Change Plan button.
5. When the popup notifying a Support Plan change request opens, click the Confirm button. You will be taken to the Support Plan page.
6. Check that the Support Plan’s applied status changes to In Progress and that the plan to be changed item is displayed in the Support Plan to be modified.
   • Cancel Plan Change button, when clicked, cancels the change request and keeps the current Support Plan.

2.3 - Knowledge Center

Users can search for and view service-specific FAQs and their answers in the Knowledge Center.

Using the Knowledge Center

You can view the list of frequently asked questions for each service and see the answers.

To use the Knowlegde Center, follow these steps.

1. Click the All Services > Management > Support Center menu. Navigate to the Service Home page.
2. On the Service Home page, click the Knowledge Center menu. You will be taken to the Knowledge Center List page.
3. Select the Category you want to check and view the list. If there is an item whose detailed information you want to view, select it. You can view the detailed information on that page. You can expand or collapse the content using the Expand, Collapse buttons at the far right.

3 - Release Note

Support Center