Support flow details — ANDES Platform

Below is a detailed description of each phase of the support flow for the ANDES Platform, from entry point through ticket closure. It includes classification, assignment, SLA, and available self-service tools.

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1. Entry point

For direct ANDES Platform support, use the ANDES Bot chatbot and select the options that match your case.

Examples:

• CloudBees Jenkins permissions
  👉 Option 1 → Select the folder for which you need permission.

• ANDES support
  👉 Option 8 → 8.0 ANDES Support

  Within this option you will find:

  Sub-option	Description
  8.1	Disable 2FA on my GitLab account
  8.2	Migrate pipeline to GitLab
  8.3	Request access to run Framework pipelines
  8.4	Report a Framework pipeline issue
  8.5	Ask about QA pipelines in GitLab
  8.6	Runway pipeline support

📩 If you need to report an error in ANDES, select option 8.0 - Error (description).
The chatbot will automatically create a ticket.
Once created, you can add comments or attach images directly on the ticket.

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2. Request classification

Each ticket is classified according to the type of request:

Request type	Description	Example
Incident	Failure or error in ANDES services.	Error running a pipeline in GitLab.
Question	Question about usage or configuration.	How to sync variables or edit a scheduler.
Resource request	Access or operational action request.	Create a bastion, add roles to a database.
Improvement	Proposal for a change or process improvement.	Optimize Framework pipeline flows.

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3. Assignment

The system automatically assigns each request to the responsible team:

• ANDES Platform: infrastructure, deployment, and pipeline tickets.

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4. Resolution and SLA

Response times depend on the severity defined when the ticket is created:

Severity	Description	First response	Estimated resolution
Critical	Total failure or production blocker.	30 min	4 h
High	Significant service degradation.	1 h	8 h
Medium	Moderate impact or with a workaround.	4 h	24 h
Low	Questions or tasks with no production impact.	8 h	3 business days

Times may vary depending on case complexity.
The system will automatically notify you if the ticket is escalated.

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5. Closure and feedback

When the ticket is resolved:

1. The requester is notified of the applied solution via ticket comments.
2. The user confirms the problem was resolved.
3. The ticket is closed in the system.
4. Feedback is requested to improve the support process.

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Actions available in the Self-Service portal

Before opening a ticket, check whether you can resolve it from the ANDES Platform Self-Service, in the section: Day 2 - Operations.

These are common actions you can run directly:

Category	Action
Domains	Create or update a domain
Buckets	Update, clone, or force a run
Instances	Restart, shut down, or start
Infrastructure	Create a bastion, edit a scheduler
Pub/Sub	Clone, add subscriptions, purge subscriptions
Cloud Run	Restart service
Database (DB)	Add IAM users/groups, assign roles
CI/CD and Jobs	Pause a job, sync variables
Framework/Runway	Create RC, update a squad

These options let you handle operational tasks without support team intervention.

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Secondary channels

In addition to the chatbot, you can use the following support channels:

• Slack – #soporte-plataforma → for quick questions or informal coordination.
• Official ANDES documentation → FAQs section:
  https://andes.appslatam.com/docs/faq/

These channels do not replace the formal ticket flow.
Always use the chatbot or portal for incidents or official requests.

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Practical examples

Case 1: I cannot run a pipeline in GitLab.

1. Open the ANDES Bot chatbot.
2. Select: Option 8 → 8.4 Report a Framework pipeline issue.
3. Complete the error description.
4. A ticket is created automatically and I receive confirmation.
5. The ANDES Platform team handles the case according to severity.
6. Once resolved, I confirm the resolution and the ticket is closed.

Case 2: I need a database created with PSC enabled.

1. Open the ANDES Bot chatbot.
2. Select: Option 8 → 8.0 - Create a database with PSC enabled (project XXX).
3. Complete the request description and justification.
4. A ticket is created automatically and I receive confirmation.
5. The ANDES Platform team handles the case according to severity.
6. Once the resource is created, resolution is confirmed and the ticket is closed.

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ANDES AI

We have an AI chat to make your questions easier:

https://andeschat.appslatam.com/