Support FAQ

How do I contact Customer Support?

SoftLayer offers multiple methods to contact Customer Support. If you have an issue, the best way to contact Customer Support is by opening a ticket. Using the Customer Portal, users have the option of opening the chat feature to begin a real-time chat with a Customer Support team member. Alternately, Customer Support may be contacted via email or by phone at one of the numbers below:

  • +1 (866) 403-7638 (toll free)
  • +1 (214) 442-0603 (local)

If using a contact method other than opening a ticket, a ticket may still be required. Your Customer Support team member will provide additional information if a ticket is required.

What types of notifications may I subscribe to through the Event Management System?

We currently offer four types of notifications through the Event Management System - RAID Alerts, UIP Notifications, Planned Maintenances, and Autoscale:

  • RAID Alerts are issued to subscribers if any device on the account experiences a RAID failure. These alerts are issued on top of the auto-generated ticket that is already in place through our monitoring system. Unsubscribing to RAID alerts will not impact the automatic ticket creation in the event of a RAID failure.
  • UIP Notifications are issued to subscribers when there is an unexpected service-impacting event that has occurred. UIPs include, but are not limited to, infrastructure issues, outages and unplanned maintenance.
  • Planned Maintenance are issued to subscribers when there is an expected service-impacting event that is scheduled to occur at some point in the near future. 
  • Autoscale are issued to subscribers for actions or events related to the autoscaling service.
How can I subscribe to or unsubscribe from the Event Management System?

Updating a subscription status only requires a few steps. Refer to Update an Event Management System Subscription for detailed instructions.

Why is my BIOS asking for a password?

Currently we do not provide customer's with direct access to their BIOS. This is for a various number of reasons, but that is not to say you cannot make changes to the BIOS. If you need anything modified in the BIOS, including boot order, please create a ticket under Support > Add Ticket and request the specific changes you need.

**NOTE** This will require a reboot of your server to do, so please be ready to approve a reboot and/or provide a time frame for when you would like the change made.

What is the RAID monitoring daemon named?

At SoftLayer we primarily utilize Adaptec and LSI based RAID cards with a few exceptions for legacy hardware. The chart below outlines the RAID manager locations, monitor locations, configurations, and RAID alert settings.

RAID alerts can be configured to bypass our portal monitoring process by changing the SMTP server and notification E-Mail destination in the configuration for a given RAID card. Please note, when these configurations are changed SoftLayer will be unable to notify you of RAID issues or automatically track the problem until resolution. It is highly recommended that the configuration provided is not altered unless you are aware of the risks.

 

LSI - Linux

LSI - Windows

Adaptec - Linux

Adaptec - Windows

Manager Name

LSI MegaRAID Storage Manager

LSI MegaRAID Storage Manager

Adaptec Storage Manager

Adaptec Storage Manager

Manager Location

/opt/MegaRAID/storcli

C:\Program Files (x86)\MegaRAID Storage Manager

/usr/StorMan

C:\Program Files\Adaptec\Adaptec Storage Manager

Monitor Name

MR_Monitor

MRMonitor

Adaptec Event Manager

Adaptec Event Manager

Monitor Location

/opt/lsi/mrmonitor/bin/mrmonitord

C:\Program Files (x86)\LSI\MRMonitor

/usr/StorMan

C:\Program Files\Adaptec\Adaptec Storage Manager

Process Name/opt/lsi/mrmonitor/bin/mrmonitord   

Log Location

Default Message Log Location for OS e.g. /var/log/messages

GUI Only

/usr/StorMan/RaidEvtA.log

GUI Only

Notification E-Mail Destination

hwraid@softlayer.com

hwraid@softlayer.com

hwraid@softlayer.com

hwraid@softlayer.com

Notification E-Mail Source Format

accountid_privatemac

@softlayer.com

accountid_privatemac

@softlayer.com

accountid_privatemac

@softlayer.com

accountid_privatemac

@softlayer.com

E-Mail Port

25

25

25

25

SMTP Serverraidalerts-smtp.networklayer.comraidalerts-smtp.networklayer.comraidalerts-smtp.networklayer.comraidalerts-smtp.networklayer.com

Alternate Notification Options

 

Change SMTP Server to a local SMTP server. The local SMTP server will need appropriate firewall configurations.

Change SMTP Server to a local SMTP server. The local SMTP server will need appropriate firewall configurations.

Change SMTP Server to a local SMTP server. The local SMTP server will need appropriate firewall configurations.

Change SMTP Server to a local SMTP server. The local SMTP server will need appropriate firewall configurations.