Support
Support that’s available
Your own IT team
You should contact your own IT team first if you need support with your service or product. This might be a third party supplier you use.
AWS or Azure support
If you need technical support for the platform you use, you can contact them:
This support also includes direct access to Technical Account Managers in AWS and Azure. There are regular workshops you can book with them if you need more support or guidance.
This support is available 24/7.
Cloud platform service desk
Our service desk is the way for you to ask for help or changes to your workloads once you've joined the platform.
For example, if you need:
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help using the platform
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a new account or subscription
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IAM or OKTA changes, including staff changes
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networking changes
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help with a security incident or outage
You can do this by logging a ticket on our service desk. You must have an account to do this. We'll set you up with one when you join. You can ask for more accounts through the service desk for other team members.
Community support
You can get community support by joining our Slack channels. There are different channels you can join once you're on the platform. Our Slack channels have lots of users from other public sector bodies.
There are channels set up specifically for architecture and engineering on AWS and Azure.
Who can get support
Both current users and people interested in the platform.
How to get support
If you're not a user yet, you can contact us by emailing cloud1st@gov.scot. Email us if you need to find out more about the platform.
Current users can log a ticket through our service desk if your own IT team or AWS and Azure cannot help you first.
How much support costs
Support costs are calculated at 10% of your overall cloud service use. We automatically add them to your monthly cost.