Paysera – Internal Support Guide (Post-June 30)
Purpose
This document provides internal guidance for Cloud Support agents on how to handle Paysera support requests post-June 30.
Key Principles
Support is provided on a best-effort basis only.
Strict adherence to the defined scope is required.
No proactive support or project work is included.
This support path is temporarily effective from July 1 until March 31, 2027.
Scope of Support
In Scope:
Requests related to agreed systems and scenarios from the support alignment.
Firmware or vendor-related requests for supported devices.
Limited audit-related firewall log exports.
Clarifications based on known environment and transition context.
Out of Scope:
General platform or infrastructure support.
New initiatives, changes, or project-based work.
Broad troubleshooting not directly tied to approved scope.
How Requests Are Received
All Paysera requests must be submitted via email to cloudsupport@sherweb.com using the subject line:
Paysera – [ Request Type] – [Short Description/Impacted Device]
Examples:
Paysera – Export Firewall Logs – Required for Audit
Paysera – Firmware Request – SuperStorage Server 6049P Version xx.xxx
Required Email Format (Validation Step)
Agents must validate that requests follow the correct subject format:
Paysera – [Subject Area] – [Short Description / Device]
Examples:
Paysera – Export Firewall Logs – Audit Request
Paysera – Firmware Request – SuperStorage Server 6049P
Required Information Checklist
Clear description of the request
Reference to subject area within scope
Device name or system involved
Supporting details (logs, screenshots, examples)
Agent Workflow (Triage Process)
Validate request against defined Paysera support scope.
If IN scope: proceed on best-effort basis. If request relates to a supported device, confirm it is still supported through the Appendix A.
If OUT of scope: reach out to the escalation specialists and lead.
Ensure documentation and case notes clearly state scope validation.
Avoid engaging in extended troubleshooting beyond allowed scope.
Response Guidelines
Use clear and professional communication.
Reconfirm scope limitations when applicable.
Avoid implying full support of ownership.
Set expectations that support is limited and transitional.
Process for treating the support requests
Logs Extraction Request
Receive and validate the log extraction request.
Gather all relevant request details, including the purpose of the request, timeframe, and any supporting information.
Inform your Team Lead and Escalation Specialists via email, including all request details.
The Team Lead or Escalation Specialist will coordinate with the Professional Services team (Andrew, Aaron Macdonald-Pile, and Normand Raymond) as required.
Continue to act as the primary point of contact for Paysera and provide updates through the support ticket.
Firmware Support Requests
Receive and validate the firmware support request.
Collect the device details:
Device Name
Manufacturer
Device Type
Serial Number
Verify that the device's support contract is active (see Appendix A).
Submit a request to the Infrastructure – IT Operations team.
Continue to act as the primary point of contact for Paysera and provide updates through the support ticket.
Important Notes
This is not standard support coverage.
Strict boundaries must be maintained.
Device support is limited to those under active contract (see Appendix A).
Appendix A – Supported Devices and Contract End Dates
The following table lists the supported devices currently identified for this support path, including the manufacturer, device type, serial number, and support contract end date.
The support path ends on March 31, 2027, regardless of any later support contract end dates listed in Appendix A, unless otherwise agreed in writing.