RapidScale Support

RapidScale Support provides comprehensive coverage for issues within the RapidScale infrastructure, supported applications, and cloud platforms. This includes monitoring, incident response, troubleshooting, and escalation across infrastructure, security, and supported cloud services. 

Unlike traditional help desks that focus on ticket resolution, RapidScale Support acts as an extension of your IT team. Because RapidScale designs, migrates, and co‑manages your environment, our engineers bring deeper context, faster root‑cause analysis, and proactive guidance, not just break/fix support. 

Yes. RapidScale Support is available 24 hours a day, 7 days a week, every day of the year. You’ll always connect with a live, in‑house RapidScale Support engineer—no after‑hours handoffs. 

Customers can open and track support requests through the RapidScale customer portal or by phone. Multiple communication channels make it easy to engage support, stay informed, and receive updates throughout the lifecycle of an incident.

RapidScale Support delivers industry‑leading response times. All incidents are assigned priority levels based on severity, with defined response targets to ensure critical issues receive immediate attention. 

Your environment is supported by RapidScale’s in‑house Level 1, Level 2, and Level 3 engineers. The RapidScale Support team is trained and certified across cloud platforms, infrastructure, and security technologies to provide fast, accurate, and effective support. 

Yes. RapidScale maintains strong relationships with its technology partners. When needed, these partnerships extend into escalations and advanced support to help resolve complex issues quickly and efficiently. 

Getting started is simple. Contact RapidScale to discuss your environment and support needs, and our team will walk you through onboarding, coverage options, and next steps.