The Lobster Cloud Infrastructure Service assists you with technical difficulties, configuration changes, and general requests relating to your Lobster Cloud environment. This page explains how to contact the Infrastructure Service, how your requests are prioritized and processed, and what information is needed to ensure a fast resolution.
1. Contacting infrastructure service
All service requests for your Lobster Cloud environment are processed exclusively via the ticket system. This ensures complete documentation and traceability of every request. You will receive all relevant updates directly by ticket email.
Please note that requests submitted by phone or direct verbal communication cannot be processed, as they take place outside the tracking system and therefore cannot be documented.
Customers with the 24/7 Cloud Monitoring Response Premium will receive a dedicated emergency hotline number upon completion of their order.
Contact: support@lobster.de
2. Scope of services
Lobster Cloud Monitoring Response Standard is an integral part of your Lobster Cloud Hosting. It covers monitoring of the cloud infrastructure as well as automated processes for issue remediation. For systems with higher availability requirements, 24/7 Cloud Monitoring Response Premium is available as an optional paid add-on service.
3. Incident priority
Incoming tickets are categorized and processed according to the priority levels defined below. The classification is determined by Lobster with due consideration given to your operational interests. If you disagree with the assigned priority, you may request an upgrade by providing a credible justification of the impact on your operations.
Priority A (high)
Complete standstill of your production system. No workaround is available, and business-critical processes can no longer be executed. Lobster will immediately initiate the following steps:
Initiate fault analysis
Develop a solution and restore operations as quickly as possible
Where possible, specify a binding date by which the issue will be resolved.
Priority B (medium)
Issues affecting test or development environments, as well as requests that require manual infrastructure intervention. This includes:
System restarts
Infrastructure expansions, such as additional disk capacity or sizing changes
Priority C (low)
Requests with no immediate impact on ongoing operations. This includes:
Configuration adjustments
Firewall changes and approvals
Response and resolution times are governed by the Service Level Agreement (SLA) applicable to your contract.
4. What your ticket should include
To ensure fast and targeted processing, please provide the following information in your request:
Information | Description |
|---|---|
System Identifier | The name or ID of your Lobster Cloud system (e.g., "customer-prod-01") |
Error Description | A clear description of the issue, including when it started |
Impact on Your Operations | How your business processes are affected (e.g., “production workflows have stopped") |
Steps to Reproduce | If applicable, the steps to trigger the issue |
Recent Changes | Any changes made before the issue occurred (e.g., “updated profile configuration yesterday") |
Screenshots / Logs | Error messages, log excerpts, or screenshots to help diagnose the issue |