Welcome to MidVision Cloud!¶

This is the place to report bugs, raise support calls and make feature requests for all MidVision Cloud AMI's.

You must be a registered user to view support tickets on this site and all authenticated users can view all non private tickets and raise new ones for bugs, features and support requests. You may request a private support portal for your organisation by emailing enquiries@midvision.com.

On the shared public portal, you can set a ticket to "private" by clicking the "Private" checkbox when creating or editing the ticket. Your ticket will be publicly viewable by all registered users unless you set the ticket to "Private".

Please be aware that we can only provide standard support to customers who provide a valid marketplace account ID either in their My Account page (private) or in the relevant field when creating a ticket.

Registering¶

If you can't see an "Issues" or "New Issue" tab and haven't yet registered with us, then please click on the Register link in the top right-hand corner. You must enter an email address to which you have access as an email with an activation link will be sent to you confirming your log-in details. If you don't see an email, please check your spam folder!

If you are already registered, log in with your username and password to start creating tickets.

Getting Started¶

To get started creating a new ticket, click on the New issue tab, or to search for an existing ticket, click on the Issues tab and enter your search criteria.

Follow us on twitter to see all new MidVisionCloud software releases and version updates!

Support services¶

Images with IBM Software: MidVision Cloud are able to provide you with level 1 and level 2 support for all our images according to our published SLA's We are also able to raise PMR's with IBM for level 3 support requirements where we or you find a bug or issue that we are unable to resolve ourselves. When you raise a ticket, you can track the progress of the ticket (including the progress of any PMR we raise with IBM on your behalf).

Images with Red Hat Software: When you open a ticket, MidVision Cloud will open a new case directly with Red Hat support. MidVision Cloud will track the case and provide customer feedback into the original ticket on this support site.

Please be aware that we can only provide standard support to customers who provide a valid marketplace account ID either in their My Account page (private) or in the relevant field when creating a ticket.

Please note that support is provided for the MidVision software only, we do not provide infrastructure support for the underlying operating system, storage or networks, which will be provided by your cloud provider.

Ticket Severity¶

Customers with standard support: Any tickets raised with Critical or Blocker severity will be reduced to High, as we do not support these severity levels for standard support. Please refer to our published SLA's.

Customers with enhanced support: Can raise tickets of any severity. Please note that where you raise a ticket with Blocker severity, our engineers will work on this ticket 24/7 (so long as you have a representative available to work with them), and you will be charged according to the enhanced support rates.

Confidential data - Your responsibilities¶

You remain responsible for:

Any data and the content of any database you make available to MidVision,
The selection and implementation of procedures and controls regarding access, security, encryption, use, and transmission of data (including any personally-identifiable data).
You will not send or provide MidVision access to any personally-identifiable information, whether in data or any other form, and will be responsible for reasonable costs and other amounts that MidVision may incur relating to any such information mistakenly provided to MidVision or the loss or disclosure of such information by MidVision, including those arising out of any third party claims.

Privacy & Personal Data¶

We take your privacy and protection of your personal data seriously. Please read our privacy policy

You may view and edit all the personal data we hold on you by clicking the 'My Account' link.

When you raise or comment on a ticket, you will only be identified by your first name. Other users can only see your email address if the 'Hide My Email Address' checkbox is unchecked on the 'My Account' page.

You may delete your own account at any time by going to 'My Account' and then clicking the 'Delete My Account' link. Your account and all of your personal data will be removed. Any tickets you've raised or commented on will remain, but they will not be associated with you.

In accordance with GDPR rules on data retention, accounts that remain inactive for more than 2 years may be deleted, which will remove all of your personal data from our systems.