Hosting Support

Support Policy | How to Contact | Customer Accounts | How Migrations Work | Remote MySQL Access | Load Testing | Clearing Browser Cache | Taking Screenshots | Magento Patches | Bulk Email | Changing Account Ownership | Logs | Using MTR | FAQ

Stratus Support Policy

At Webscale STRATUS, we take support very seriously. We want you to be clear about the scope of support provided by Webscale STRATUS. This page has all the information you need.

How To Contact Stratus Support

All support tickets must be submitted via the Webscale STRATUS Tickets portal so that we can better track and route requests according to their severity and purpose. Support requests can no longer be submitted via email.

Webscale Stratus Customer Accounts

Steps to set up your customer account on the Webscale STRATUS portal and how to manage it.

Stratus Remote MySQL Access

For security reasons, access to MySQL on STRATUS is available only via SSH tunnel.

Load Testing Webscale Stratus

Due to the auto-scaling and distributive architecture of Webscale STRATUS, load testing requires careful attention. Since all Webscale STRATUS traffic is routed through a CDN, excessive traffic could be seen as malicious traffic and blocked from any access.

Clearing Browser Cache

The browser cache is a temporary storage location on a computer for files downloaded by a browser to display websites. Here are the steps to follow if If Webscale STRATUS Support recommends clearing your browser cache.

Taking Screenshots

Screenshots of error messages and other events can help Webscale STRATUS Support more quickly diagnose issues.

Known Magento Patches

All RabbitMQ patches for Magento 2 are located in the Webscale STRATUS Patch Repo.

Stratus - Sending Bulk Emails

While Magento can support the sending of an email to customers, Webscale STRATUS recommends that a third-party service be used for newsletters and marketing communication. Bulk mails may result in IP blacklisting by an ISP, which is outside the control or influence of Webscale. Intentional spam is a violation of our Acceptable Use Policy and will result in immediate termination of your account.

Stratus - Changing Account Ownership

In the event that an account has been managed by a third party and is not accessible by the store owner, Webscale STRATUS can help regain the account.

Stratus Logs

Log files generated by a STRATUS environment are located in the /log directory.

Using MTR

Webscale STRATUS Support may request that WinMTR be used to diagnose network issues.

Webscale Stratus FAQ

On 11-18-2021, STRATUS MaaS became Webscale STRATUS. Here are all the answers to questions you may have.

Stratus - What is your SLA?

Webscale Stratus SLA

Last modified July 25, 2022