If you are unable to access the cloud and feel that the system is down, please perform the following steps prior to submitting an assistance ticket.
1. Please restart the device you are using to access the cloud.
2. Confirm that you are connected to the internet and attempt to open other internet sites. If you are not connected to the internet, then you will not be able to access cloud services.
3. If a restart does not resolve your problem, please try to access your cloud services from the web (If you are using the Citrix Receiver with applications on your desktop) by going to login.virtualesuccess.com Enter your username and password and then attempt to access your cloud services. If you are already using the web interface you may skip to step 3.
4. Please attempt to access your cloud services from another device such as another computer, tablet, or other device connected to the internet.
5. If you are unable to access your cloud services from any device, then please submit a ticket for assistance. Please complete all fields in the requested ticket and make certain to check the box marked "System Down." We have engineers monitoring the ticketing system who are able to address these system down issues 24 hours per day. When you submit a ticket you will receive a confirmation e-mail, if you do not receive that confirmation e-mail your ticket was not submitted correctly and you will need to submit it again. Once submitted you will receive updates as we work on the issue and work to provide resolution.
We work diligently to provide constant uptime and we will work on your ticket immediately. If you do not receive a response within 15 minutes, please update the ticket by replying to the e-mail you received when your ticket was set-up and ask for an immediate update.
PLEASE DO NOT CHECK THE BOX FOR SYSTEM DOWN UNLESS YOU ARE UNABLE TO ACCESS YOUR CLOUD SERVICES AND YOU HAVE ATTEMPTED THE STEPS ABOVE. OTHER NON-IMMEDIATE TECHNICAL SUPPORT ISSUES WILL BE ADDRESSED DURING OUR NORMAL BUSINESS HOURS BY TIER 1 SUPPORT REPRESENTATIVES.
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