Hello! what is the procedures to open a ticket on stand by?  We are upgrading Unidata AIX from a server to the cloud  for a critical software over a weekend and want to be assured that there will be support incase we have issues. 

Thanks

Peter,

Over the weekend we have 24-7 support which you can access through the normal phone number and you will directed to weekend team. The weekend cover is generally only for system downs and would still need to go through your normal first line support provider. If your support is direct with Rocket then this is not an issue, the sticky 'contractual' stuff comes up when your support is through another provider first and if you needed that level of response then something would need to be put in place first of all.

You can raise a support case today, to make us aware that you have a critical upgrade happening over the weekend so that the team can be made aware of the critical nature of the process.

Remember if it's critical, please phone in don't just send an email  (this may sound an obvious thing ... but you would be surprised)  and our normal support response times still apply over the weekend.

If your support is direct with us, feel free to give the team a call this week so we can be prepared in advance. If your support is normally through someone else first then they also need to be involved in the discussions for the weekend as well and they should make contact with us in Advance.

Thanks,