Who can contact the RAS team¶
While you might work with internal and external resources such as system integrators, content teams, and other agencies, our contract is with you. All requests (for production systems or otherwise) must come from a member of your team or one of your approved contacts so we can ensure that any requested actions are in line with the details of the established support agreement.
To speed communication and issues resolution, you can add your systems integrator or partners as approved contacts. It’s our preference to have regular communications with your entire decision-making team so that we can better understand critical road-mapping discussions for activities such as expansion, upgrades, and migrations.
To request the addition of a system integrator or partner as a contact, open a ticket providing their information and any details on when to contact them (for example, contact them if an off-hours outage requiring a custom code fix occurs).
Lastly, if you have any general billing or account-related questions, your Account Manager can assist you. Open a ticket and state that you have an Account Management question.