Overview

Welcome to MidVision Cloud!¶

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

By registering on this website or raising a support ticket, you ("Customer", "User" or "Licensee") and any person or entity on whose behalf you use this website agree to be bound by the terms and conditions of use set out below.

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.

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 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.

How to use this site¶

Raise a new issue as required. Leave the assignee blank, this will be set by MidVision. Set the severity and type of the issue based on the schemas below.
The issue will be assigned to a MidVision support engineer. The engineer will assess the issue and either work on the issue according to SLA for the issue or provide instructions, workarounds etc.
The engineer may need more information, such as log files etc or may need to engage in a dialog with the customer. In this case the issue is marked as feedback and the assignee set back to the person raising the issue.
If feedback is required, the customer should provide the feedback and mark the assignee back to the engineer.
If the engineer fixes the issue, the issue is marked as resolved or closed, depending on requirement for customer feedback.
If the engineer needs to pass the issue to a third party such as IBM or AWS, it will be marked accordingly as "IBM Support" or "AWS Support". The ticket will be updated with third-party feedback as it is received.
If the engineer marks the issue as feedback or resolved, and changes the assignee to the person who raised the issue, then MidVision will expect the customer to provide feedback within 7 days, or the issue will be closed. The ticket will be set to "Marked For Closure" if it is to be closed imminently.
The issue will be closed if the criteria above are met or the customer either agrees to close, or closes the issue.
Feature requests may be closed by MidVision on giving a target date for the feature or a reason why it will not be implemented. In some cases feature requests may be moved to the internal development list.

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.

The customer should assess and set the issue severity according to the categories set out below when creating a ticket. A MidVision engineer may amend the severity if the ticket dialog indicates it does not fit into the assigned category. Blocker, Critical or High severity tickets may be reduced to a lower severity if the customer does not promptly respond to requests for information.

Trivial - Small UI or usability issue which does not require a workaround.
Low - Small UI or usability issue or functionality with an easy workaround.
Normal - Standard issue with no obvious workaround. This is the default severity (Severity 4).
High - Production system major functionality impairment for one user or multi-user test system down or unusable for all users (Severity 3).
Critical - (Enhanced support only) Production system major functionality impairment affecting more than one user (Severity 2).
Blocker - (Enhanced support only) Production system down or unusable for more than one user (Sometimes referred to as Severity 1 or SEV 1).

Issue Type¶

When creating a ticket, select from one of the following issue types:

Image Support (default) - A request for support (help) with the product. Use this type if you are unsure of the correct issue type.
Image Bug - An issue with existing product functionality leading to incorrect behaviour or an unexpected exception generated in the product.
Image Feature - Request for enhancement to product functionality.

MidVision may amend issue type if the issue dialog indicates it does not fit into the assigned category.

Support Eligibility¶

Support is only provided for issues with an instance launched from a MidVision AMI for which customer has purchased a subscription via the marketplace. Customer understands, accepts and agrees that where it fails to comply with this condition, MidVision may, at its sole discretion, require compliance checks on subsequent support calls, ban the user from this site or cancel support for one or more customer subscriptions to the MidVision software.

Confidential data - Your responsibilities¶

You remain responsible for:
any data and the content of any database you make available to MidVision; and
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.

Updated: 02/02/2024