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Cloud Status: ?

What is Cloud Status?

Aptana Cloud can be in one of the following states:

  • Healthy: All is well with Aptana Cloud.
     
  • Temporarily Unavailable: Aptana Cloud is in maintenace/upgrade mode.

Studio, Plugins and Jaxer

Resources

Getting Help

Users of Community and Pro editions of Studio, Jaxer and our Plugins are encouraged to ask questions, request features, and report problems in ASAP, our issue tracker.

Pro licenses entitle users to Up and Running Support; that is, in the first 30 days after purchasing a license we'll provide extra assistance for installation and configuration issues.

Aptana does not offer support by phone at this time.

Support Hours

8 a.m. to 6 p.m. Pacific Standard Time, Monday through Friday, excluding holidays

IRC

Join other Aptana users at #aptana @ freenode.net. This channel is not moderated or officially monitored by Aptana staff, but you may find us there from time to time. The best places to get assistance with Aptana products are ASAP and the forums, where we provide—and encourage others to provide—answers for all to see and use.

Does Aptana Support non-Aptana Products?

No. We don't support any Eclipse plugins or tools, or any other software publised by others, only for Aptana Studio and the plugins we supply directly. We will try to resolve conflicts between Aptana Studio and other plug-ins if possible and practical.

Similarly, while we strive to be compatible with many of the popular Ajax frameworks and even provide documentation for some, we cannot provide support for the libraries themselves.

Aptana Cloud

Resources

Cloud Service Level Promise

Aptana believes that your websites should always be protected against unscheduled outages. Our commitment to you is that we work hard to keep our Cloud services online and accessible.


Should I file a Cloud support ticket?

When Should I File a Support Ticket?

As a general rule, our support ticket system should only be used to let us know when we need to take action on your behalf for actions you can’t take yourself, such as billing and privacy issues.

You do not need to notify us or file an ASAP ticket if a server goes offline as our monitoring processes take active measures to restore service and alert us directly if further effort is needed.

Getting Help

Support is offered for issues due to problems with Aptana servers and services and does not include application development or configuration assistance.

Premium Support: We monitor all Cloud-based websites all day, every day (24 x 365) and will attempt to respond within one hour to site offline issues.

Standard service plans: We monitor all Cloud-based websites and will attempt to respond within one hour during normal business hours (8 a.m. to 6 p.m. Pacific Standard Time, Monday through Friday, excluding holidays) to site offline issues.

Maintenance Notices

There will be rare occasions when we need to bring our hosting servers down for maintenance and software upgrades. We'll try to schedule them for off-peak timeslots and give you advance notice, when possible.

Billing and Sales Support

Aptana Cloud Billing

Aptana Cloud Billing is the online application where you can review and print invoices, update accounts and see all the Aptana Cloud sites you've created. Each of the three tabs (listed below) starts with a listing of the corresponding items and lets you drill into a specific item's details by clicking it.

Statements: A statement is a collection of invoices. Each invoice covers service charges for a single site for a one month period, including paid status and service details (plan plus any options), plus the billing address and payments applied.

Billing Accounts: This corresponds to the Billing tab of the My Account page in My Aptana, with the credit card's details and a list of sites billed to the card—use the Update Account button to update the credit card expiration date or billing address. Clicking on a site shows the invoices generated against it.

Sites: The detail view for a site shows the billing account associated with it and the invoices generated by it, plus active/cancelled status and date it was created.

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Cloud Value-Add Services

24/7 Support
Starting at $29.95 a month per Cloud for round-the-clock 1 hour response to site unavailability issues

Unlimited Team
$2.95 per month per Cloud for unlimited number of admin and developer accounts

How do I activate these services?
  1. Open Aptana Studio
  2. Go to My Cloud
  3. Click [Your Site Name]
  4. Click Settings
  5. Change the setting for service
  6. Click Apply Changes