--- title: Cloud Platform Support --- # E2E Networks Cloud Platform Support E2E Networks provides **24×7 Cloud Platform Support** to assist customers with issues related to E2E Cloud Services and Infrastructure. Our support focuses on ensuring stability, performance, and availability of all cloud platform components while enabling customers to operate smoothly on our cloud. We offer: - **High-priority resolution** of network-related issues - **Troubleshooting** for E2E Products & Services such as Compute Nodes, Object Storage, Load Balancers, CDN, VPC, Firewalls, DNS, and more - **Guidance through help articles** for application-level troubleshooting, performance checks, and configuration scenarios Our support ensures timely assistance for platform-level concerns while customers maintain full administrative control over their compute instances. --- ## How to Connect with the Cloud Platform Team Customers may reach Cloud Platform Support using the following channels: > **We strongly recommend raising tickets via the MyAccount Dashboard** for faster triage, better tracking, and structured troubleshooting. --- ### 1. Via MyAccount Dashboard (Recommended) Navigate to: **MyAccount Dashboard → Support → Cloud Platform → Create Ticket** While creating a ticket, customers should: - Select **Type: Cloud Platform** - Select the appropriate **Service** - Provide a **clear and concise Subject** - Add a **detailed Description** with steps performed, error messages, logs, and impact - Attach relevant **files/screenshots/logs** to help the Cloud Platform Team diagnose efficiently #### Why MyAccount Tickets Are Preferred: - Ensures **complete visibility and tracking** - Assigns tickets to the correct **technical team immediately** - Provides **faster SLA-based resolution** - Reduces delays from incomplete email details --- ### 2. Via E-Mail (Alternate Option) Email: **cloud-platform@e2enetworks.com** A ticket will be automatically generated. > Use email only when the dashboard is inaccessible, as email often lacks required technical details. --- ### 3. Via Phone (For High-Priority Issues Only) After creating a ticket, customers may call for urgent follow-ups: **Cloud Platform Helpline:** +91-11-4117-1818 --- ## Scope of Cloud Platform Support Cloud Platform Support covers issues related to E2E Cloud Infrastructure, Platform Services, and Operational Components, including: ### Physical and Platform-Level Compute Operations Hardware, hypervisor, and virtualization-layer issues affecting Compute Node availability. ### Network Availability & Connectivity Troubleshooting latency, packet loss, routing issues, connectivity failures, and platform-managed networking components. ### Billing & Account Support Assistance with usage, invoices, billing clarifications, and plan queries. ### Platform Feature Guidance (“How-to” Support) Help with using E2E Cloud features and services via the MyAccount Dashboard. ### Platform-Level Troubleshooting Resolution of issues impacting platform-managed services such as networking, storage, load balancers, object storage, DNS, CDN, and more. --- ## Technical Assistance with E2E Cloud Platform Services Cloud Platform Support assists with the operation, availability, performance, and configuration of all E2E-managed services across: ### Compute Services - CPU/GPU Virtual Machines - Auto scaling - Images, snapshots, backups, CDP - Compute lifecycle operations ### Storage & Data Services - Block storage - Scalable/distributed file systems - Object storage - Database services - Container registries - Archival systems - Data protection features ### Networking & Connectivity Services - Load balancers - VPC, subnets, firewalls - DNS, IP management, CDN - Routing - Security groups - Connectivity diagnostics ### Platform & Automation Services - Kubernetes - Serverless functions (FaaS) - Monitoring & logging - IAM and governance - Compliance tools - Platform integrations ### TIR Platform Services - Inference endpoints - Model hosting - Dataset management - Fine-tuning - Embeddings/vector features - AI platform operations ### Enterprise & Governance Services - Disaster recovery - License management (RDP / MS SQL) - SSL certificates - Audits and governance services > Plus continuous enhancements as new products and sub-services are introduced. --- ## Self-Service Responsibility for Compute Nodes All Compute Nodes on E2E Cloud operate on a **self-managed basis**. This means: - No hands-on-keyboard (inside VM) support is provided. - Support applies strictly **outside** the VM at the cloud platform level. ### Customers are responsible for: - OS and software installation, configuration, and patching - Application deployment and maintenance - VM-level performance tuning - User and access management - Security hardening - Monitoring software inside the VM ### Security inside VMs is fully the customer’s responsibility, including: - Restricting SSH/RDP access to trusted IPs - Using key-based authentication - Managing OS firewalls (UFW, firewalld, iptables, Windows Firewall) - Applying security patches and intrusion prevention - Securing application ports and traffic > No firewall or port restrictions are applied by default. > Customers must configure their own VM firewall rules. --- ## Cloud Platform Support Exclusions Support does **not** include: - Application installation, configuration, or maintenance - Debugging application code or runtime issues - OS-level performance tuning or kernel modifications - Custom script development or deployment automation - Troubleshooting user-installed packages inside the VM Customers maintain full responsibility for OS, applications, configurations, and security within their instances. --- ## Additional Resources We provide extensive documentation covering: - Server setup and configuration - OS fundamentals - Application deployment - Networking and connectivity checks - Security best practices - Troubleshooting guides Customers are encouraged to use these resources for common configuration and application-level issues. --- ## Summary We aim to deliver a **reliable, proactive, and technically strong** support experience. For the fastest and most efficient resolution, always raise tickets through the MyAccount Dashboard with **complete details and relevant logs**. ---