Why there is no elastic engineer to support us?

Elastic Stack Elasticsearch
1

As we have already subscribed the platinum support for Elastic cloud (SaaS)

when I ask help to elastic support (support@elastic.co), why there is no engineer support us instantly.

Your CEO Shane said before, put the service at the first. what a bad service!

Please do responsible for your SLA support promise
https://www.elastic.co/cloud/elasticsearch-service/subscriptions

Your request (#00341031) has been received and is being reviewed by our support staff.
Severity:

Level 3 (Normal)

SLA:

3 Business days

Thanks!

Elastic Support

2

Just so we understand, are you saying that you are expecting we respond to your request immediately?

3

@warkolm

Yes, We want to start the elastic cloud project quickly, we had asked your support team to add our engineers to support portal and as well as schedule a time to do once kickoff to introduce what support you can provide？ like by mail/ticket phone, etc?
is it difficult to do that?

4

Hi Robin,

I'm very sorry about your support experience thus far. Clearly we dropped the ball here. I'm going to respond in the case you opened with elastic support and explain a couple things about how we work and SLAs etc. I'm happy to jump on a call to further discuss your platinum support subscription. Again, please accept my apologies, we will get this right!

Mike

1 Like
5

Hi @mmatthies
It's okay, we changed on-premise ELK into the elastic cloud, it's because we believe the Elastic team can provide good support whatever on expertise or service.

Thanks

6

This topic was automatically closed 28 days after the last reply. New replies are no longer allowed.