About Case Management

Access Case Management

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Your profile in ‚ÄčControl Center‚Äč and Case Management permissions determine your access to Case Management. Permissions also determine what categories of cases you have access to, your create and view rights, and the ‚ÄčAkamai‚Äč products included in your Case Management experience.

You can access Case Management in two ways:

  • From the ‚ÄčAkamai Control Center‚Äč main menu. In the top corner of ‚ÄčControl Center‚Äč, click the Services ‚ėį menu, and then from the Support category, select ‚ÄčAkamai‚Äč support.

  • From the ‚ÄčAkamai‚Äč Community homepage. After you log in, use the widget or anywhere on the Community page's navigation bar: Support > Akamai Support.

    Community widgetCommunity widget

Categories of cases

Your organization‚Äôs contractual agreements with ‚ÄčAkamai‚Äč and your own user permissions set up in ‚ÄčControl Center‚Äč determine what categories of cases you have access to view and create.

The categories of cases are:

  • Technical. Get ‚ÄčAkamai‚Äč support on technical questions and break/fix issues you haven‚Äôt been able to resolve through other tools or resources.
  • Business Support. Make a business request of your Client Services Manager to extend or modify your ‚ÄčAkamai‚Äč services, raise questions with regard to your configuration deployment, or other account requests.
  • Billing. Get assistance with invoice and billing questions.
  • Professional Services. Make a request for billable services from our Professional Services team.
  • Security. Customers of our Managed Security Service can contact the ‚ÄčAkamai‚Äč Security Operations Command Center (SOCC).

Create and manage cases

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Before submitting a new case, check all the articles and community discussions recommended to you. They may help you find the solution you need faster than proceeding with a new case.

New case

You see the New Case option only if you have the permission to create at least one category of cases. If you don't see this option, contact your ‚ÄčAkamai‚Äč account team.

  • In order to see an account listed here, you must have permission to create a case for the account.
  • The category list depends on the selected account. Not all accounts are entitled to all categories of cases.
  • Remember to make your case‚Äôs Subject field short and specific. The subject will appear in the case lists and help you identify the case when you don't remember the case ID.

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You can create a list of people who should be notified about the case you create.
The case contact, alternate contacts, and ‚ÄėAlso Notify‚Äô addresses will also be notified via email when ‚ÄčAkamai‚Äč adds a comment to the Case Comments feed.

Manage your cases

When managing your cases, you can:

  • View your active cases.
  • Edit contact information.
  • Add comments to active cases at anytime and for 14 days after you close a case.
  • Attach images and files up to 10 files per one upload action, up to 2 GB each file.
  • Clone cases.

In the Case Management dashboard use the Cases drop-down list to toggle the list between your active cases and the active cases of your entire organization, as well as your closed cases, and the closed cases of your entire organization.

If your organization has more than one account with Akamai, use the Account drop-down list to view cases for one, multiple, or all of your accounts.

Service level agreement for initial response

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The terms of your service agreement or contract supersede any information in this guide.

The initial response is the first communication from ‚ÄčAkamai‚Äč personnel to customer by phone or email based on your support type.

Support type

1 - Major impact

2 - Moderate impact

3 - Low impact

Premium 3.0

< 15 minutes*

< 1 hour

< 1 business day

Premium & Premium 2.0**

< 30 minutes*

< 1 hour

< 1 business day

Advanced

< 30 minutes (reported through ‚ÄčAkamai‚Äč support)

< 2 hours

< 1 business day

Named Enhanced Support

< 30 minutes*

< 2 hours

< 1 business day

Plus

< 1 hour (reported through ‚ÄčAkamai‚Äč support)

< 2 hours

< 1 business day

Priority with Enhanced SLA

< 30 minutes

< 2 hours

< 1 business day

Priority

< 1 hour

< 2 hours

< 1 business day

Standard with Enhanced SLA**

< 30 minutes*

< 2 hours

< 1 business day

Standard**

< 2 hours

< 4 hours

< 2 business day

*- Request must be opened via phone.
**- All support requests reported via e-mail will be considered as Severity 3.

Severity levels

Technical, business or billing, and Managed Security Service cases

Severity level

Definition

Recommended escalation method

Standard response time

1 - Major impact*

‚ÄčAkamai‚Äč system or major application is down or seriously impacted and there is no reasonable workaround currently available.

Open a case in Case Management or optionally call ‚ÄčAkamai‚Äč support.

< 2 hours

2 - Moderate impact

‚ÄčAkamai‚Äč system or application is partially or moderately impacted, or a single incidence of failure is reported. There is no workaround or the workaround is cumbersome to implement.

Open a case in Case Management or optionally call ‚ÄčAkamai‚Äč support.

< 4 hours

3 - Low impact

Routine maintenance, configuration change requests, questions about your account or contract, help managing your services online, information requests, and general feedback.

Open a case in Case Management.

< 2 business day

*- For business or billing cases the default severity level for a business or billing case is severity 3, low impact. If you need to open a severity 1 case, or escalate an existing case to severity 1, you need to call support directly.
For Managed Security Service the default severity level for a case is severity 2, moderate impact. If you need to open a severity 1 case, or escalate an existing case to severity 1, you need to call support directly.

Emerging cases

Severity level

Definition

Recommended escalation method

1 - Critical impact

An existing network or environment is down or there is a critical impact to an end user’s business operation. There is no reasonable workaround currently available.

Open a case in Case Management or contact ‚ÄčAkamai‚Äč support.

2 - Major impact

Operation of customer’s existing network or environment is severely degraded or significant aspects of end user’s business operation are negatively impacted by unacceptable network or environment performance.

Open a case in Case Management or send an email to ‚ÄčAkamai‚Äč support.

3 - Moderate impact

Operational performance of end user’s network or environment is impaired, although most business operations remain functional.

Open a case in Case Management or send an email to ‚ÄčAkamai‚Äč support.

4 - Low impact

Partner or an end user requires information or assistance on software capabilities, installation, or configuration.

Open a case in Case Management or send an email to ‚ÄčAkamai‚Äč support.

Aura cases

Severity level

Definition

Standard response time

1 - Critical impact

Catastrophic impact to business operations. The Aura CDN solution is significantly impaired and unavailable to multiple user locations.

Example of Severity 1 issues include:

  • Aura CDN solution is down causing end-users to experience a total loss of service.
  • Continuous or frequent instabilities affecting traffic-handling on a significant portion of the network/system.
  • Creation or existence of a safety hazard.

< 30 minutes

2 - Major impact

Significant impact to business operations. There is a repeatable inability to use the applicable Aura CDN solution from a single location or region.

Example of Severity 2 issues include:

  • Network or system event causing intermittent impact to end-users.
  • Loss of redundancy.
  • Loss of routine administrative or diagnostic capability.

< 2 hours

3 - Minor impact

Limited or no impact to business operations. Non-urgent matter or information request.

Example of Severity 3 issues include:

  • Issues seen in a test or pre-production environment that would normally cause adverse impact to a production network.
  • Information requests.
  • Clarification of documentation.

< 1 business day

Contact ‚ÄčAkamai‚Äč

To learn more about how you can contact ‚ÄčAkamai‚Äč, phone numbers and email addresses, visit ‚ÄčAkamai‚Äč support page.


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