The Horizon Accelerator support team provides dedicated, ongoing day-0 to day-2 support in your Horizon Cloud environment.
Note: The Horizon Pros team is also referred to as Horizon Accelerator Support team. You might see the team's name abbreviated as VHA Accelerator Support in emails and other contact methods.
This feature is available for use in the Horizon Universal Console when you have the Horizon Accelerator add-on license.
How It Works
To request assistance from the support team, click Accelerator > Support in the left pane navigation of the Horizon Universal Console.
After you complete the wizard, one of the support agents is alerted and will contact you about your request.
Request Support
When you click Accelerator > Support, the console starts the Request Support wizard.
Within this wizard, you make the selections appropriate for the type of support you are requesting. The following sections describe each step.
Step 1 - Support Type
Decide first whether the request type is technical or non-technical in nature. Technical requests will have an issue category and severity tag associated with them.
After you choose the type, follow the UI to further associate the request with a topic area that you think it best fits into. There is no right or wrong answer for the topic area.
You select the topic area from a system-defined list. The system-defined list includes an Other topic area in case your request does not readily align with the remaining ones in the list.
Because the console is dynamic and will list the choices that are available in the system at the up-to-the minute time, this documentation here does not enumerate the topic or sub-topic lists. If an attempt was made to enumerate in this documentation here, the documentation here would quickly grow out of date quickly. Instead of an enumerated list, here are some examples:
- For a technical request, topic areas include technical function related areas such as
Connectivity,Edge deployment,Maintenance, and similar technical, function related concepts. - For a non-technical request, topic areas include such business-oriented and license-related areas such as
Entitlement Account,Users & Permissions, and similar business-oriented concepts. For a non-technical request, you can include a sub-topic area for a selected topic.
For Technical type, you select an issue category:
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Incident
When faced with a problem, such as a working service is broken, latency or performance issues, and things along those lines.
Incidents get tagged with a severity tag, in order of decreasing severity Critical, Major, Minor, Cosmetic. Each severity has an associated Horizon Accelerator Support target initial response times.
The following table provides general guidance for selecting a severity.
Severity Description Horizon Accelerator Target Initial Response Time Critical The issue has halted business operations with no procedural workaround. Within 30 minutes Major The issue is causing a high impact to portions of business operations. Within 4 business hours Minor The issue is causing a partial, non-critical loss of service with low impact to business operations. Within 8 business hours Cosmetic The issue is related to look and feel of the application. Within 12 business hours Note: At the time of this writing, the times stated in the table are up-to-date with the Horizon Accelerator Support team's target times. You can use the Request Support wizard if you have questions about your experienced times.
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Service Request
When requesting information or a request for the dedicated support team to perform a task.
Continue making the UI selections you want until you see the UI makes the Next button available. You click Next to save your choices and continue to the next step.
Step 2 - Details
Use the Subject field to provide a short description of the problem or the reason for this assistance request.
Use the larger field to provide a longer description for what you want assistance on.
When the console makes Next available, click Next to proceed to the next step.
Step 3 - Watchlist
Use the Add button to provide email addresses of people who you want to receive updates about this request. To add the next name, click Add again.
Note: By default, the system automatically includes the request submitter's email address (your email address). The system uses the email associated with the login you used to log in to Horizon Universal Console.
When the console makes Next available and you've added the people you want to the watchlist, click Next to proceed to the next step.
Step 4 - Contact Preferences
Specify the method you prefer for the assigned support agent to use for contacting you about this request. When selecting Phone, provide a contact phone number.
One of the support team's goal is that you receive support during your business hours. To meet this goal, the support agent infers the typical business hours in your selected time zone. This time zone selection helps facilitate more efficient communication between the support team and your team.
When the console makes Send available, then you can click Send to submit the support request.
Send Request
When the steps are completed in the UI and you are ready to submit the request, click Send.
When you click Send, the support request is routed to the support team.
The console displays a confirmation message to inform you that the request is created and has entered the support pipeline.
What Happens Next
The system notifies the Horizon Accelerator Support team of your support request.
At that same time, the system sends an email to the Horizon Accelerator Support team address and cc'ing your email address and the addresses you entered in the Watchlist step.
As soon as the team receives the system notification of your submitted support request, the team will reach out to you and starts working on your request.
The notification that you'll first see is a confirmation email with the VHA Accelerator Support team's address in the To line and your email address and the emails you entered in the Watchlist step in the CC line.
Note: If you do not receive this confirmation email within 15 minutes, you can submit the request again.
The email's sender will be the Horizon Cloud Support Team.
The email's subject line will include the string Support ticket created, and the body will include the information you specified.
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