Customer support is very important to the Rails Machine team. In keeping with our goal of providing the highest level of reliability and ease to our customers, we have developed multiple channels and levels of support.
Status
You can check the status of our systems and network on the Status Page.
Ticket System
The Rails Machine fast-response ticket system will alert us 24 hours a day, 7 days a week.
Documentation
We have done our best to document most of the problems we’ve seen to our help our customers get answers quickly.
Additional Services
In addition to our fast-response help-ticket system, and documentation, we also offer server monitoring, incident-based consulting, on-going service contracts, and customized commercial support. You can learn more on the Services page.
Watch our Demo
Our Rails stack provides the perfect platform for running your application, and our gem enables you to set-up your application for use with a Rails Machine in five minutes. Watch the movie and see for yourself.
Holiday Schedule
We offer our “Ask Us Anything” support during Normal Business Hours exclusive of the following U.S. Holidays:
December 26
January 1
January 2
Support Hours
Normal Business Hours is defined as Monday through Friday 8am-8pm (Eastern time zone, GMT -5), exclusive of U.S. Holidays. This means that you if you submit a ticket during Normal Business Hours that it will be addressed promptly.
After Hours is defined as any time outside the Normal Business Hours range, inclusive of U.S. Holidays. This means Monday through Friday 8pm-8am (Eastern time zone, GMT -5) and all day Saturday and Sunday. During this time, we provide 24/7 support for issues of an urgent nature. Non-urgent issues will be promptly addressed during the next business day. Urgent requests are defined as any issue that you are unable to address yourself such as network connectivity or hardware issue that results in your server not being available by ping or ssh. Tickets submitted for issues regarding server or application configuration will be addressed during Normal Business Hours.
