One post tagged with "SLA"

Version v3.1.9 brings customer support inside the panel. The headline is a complete Support Ticket System: customers open tickets against a department, attach the exact resource they are having trouble with, and follow the conversation in real time, while your team works the queue against per-priority SLA targets with internal notes the customer never sees. Around it, Windows guests gain first-class Hyper-V enlightenment settings and Proxmox Windows support, imported virtual machines can override their cloud-init, every outbound email now carries a proper sender name, and the admin storage lists paginate the way they always should have.

Support Ticket System​

A full multi-tenant helpdesk now ships with the platform - no external tool, no separate login for your customers.

• [Feature] Tickets, Departments and Priorities - Customers open tickets from the user panel against a department you define, at one of four priorities (low, normal, high, urgent). Each ticket carries a sequential ticket number and moves through a clear lifecycle - open, pending, resolved, closed - with resolved tickets auto-closing after a configurable window and a reopen grace period during which a customer reply brings the ticket back to life. Departments can be assigned their own set of admins so the right team sees the right queue.
• [Feature] SLA Policies with Pause-Aware Timers - Define first-response and resolution targets per department and priority. The clock is honest: a ticket moved to pending (waiting on the customer) pauses its resolution timer and resumes it on the next reply, so time spent waiting on the customer never counts against your team. Admins get an SLA reports view with attainment computed from the actual due columns, not cron-timing-dependent flags, so the numbers hold up.
• [Feature] Threaded Replies and Staff-Only Internal Notes - Both sides reply on one thread. Staff can additionally post internal notes that are never rendered to the customer - the visibility rule is a fail-closed allowlist, so a note can never leak into a customer-facing view or payload. Internal notes are even allowed on closed tickets, for post-mortems.
• [Feature] Attach the Resource the Ticket Is About - A ticket can link the exact instance, volume, Kubernetes cluster, managed database, load balancer, object-storage bucket or VPC it concerns. The picker only ever shows resources the account actually owns, so your team lands on the right server instead of asking "which VM?".
• [Feature] Virus-Scanned Attachments with In-Browser Preview - Customers and staff can attach files up to a configurable size limit. Every upload is scanned with ClamAV before it is accepted (with an admin-controlled fail-open/fail-closed policy), and images and PDFs render inline in the browser instead of forcing a download. Attachments are stored on local disk or an S3-compatible bucket of your choosing, configured from the support settings page.
• [Feature] Notifications and Real-Time Updates - Ticket events fan out to your team over Slack, Discord, Telegram or a generic webhook, and the ticket thread updates live over WebSocket - new replies, status changes and SLA breaches appear without a refresh. Delivery is best-effort per channel, so one bad webhook can never block an email or another channel.
• [Feature] Support Reaches Everyone, Even Suspended Accounts - The customer support surface stays reachable for suspended and unbilled accounts by design - support is how a customer disputes a bill - while an admin kill switch can disable the entire customer-facing support system in one setting when you need to. Team members respect granular permissions: separate view and manage capabilities gate the queue for subusers.

Windows Guests​

• [Feature] Hyper-V Enlightenment Settings - KVM Windows guests can now be given the Hyper-V enlightenments Windows expects for stable timers and performance. Settings apply as hypervisor-wide defaults with a per-instance override, exposed on both the user and admin panels, and are shown on every KVM instance running Windows whether it was installed from an ISO or imported.
• [Feature] Proxmox Windows Support - On Proxmox hypervisors a single Windows-guest switch drives the VM's OS type, so Proxmox derives the correct enlightenment set itself rather than requiring the KVM-style detail.

Instances​

• [Feature] Cloud-Init Override for Imported VMs - Instances now carry an optional per-instance cloud-init override, so an imported virtual machine can be handed the exact cloud-init configuration it needs instead of inheriting only the platform default.

Email and Admin​

• [Fix] Outbound Mail Sender Name - Every email the platform sent used a bare from-address with no display name, so mail arrived from a nameless sender (most visibly on the new support notifications). All outbound mail now carries the sender name from your mail settings - falling back to the application name - across all 43 mailables, from support and authentication through billing, backups, Kubernetes and Let's Encrypt.
• [Fix] Admin Storage Pagination - The admin Storages and Backup Storages lists advanced the page in the URL but kept showing page one. Both pages now refresh their rows when the page changes, matching every other admin list.