Support

The Campus Cloud Team is here to help with your AWS account, Azure subscription, or GCP project. Whether you have a quick question, need to open a request, or want to talk through a project, here is how to reach us and connect with the wider campus cloud community.

Contact Us

  • Open a support request — Create a ServiceNow ticket for anything that needs tracking, such as account changes, access requests, or billing questions.
  • Email us — Reach the team directly at info@cloud.ucsb.edu.

Join the Community

Anyone at UCSB who uses AWS, Azure, or GCP is welcome to join the Cloud Impact Hub, our Google Chat space for community support, questions, and best practices. It is the fastest way to get a quick answer from the Cloud Team and from other cloud users on campus.

Join the Cloud Impact Hub Google Chat space

Office Hours

We hold open office hours every Thursday from 10:00–11:00 AM. Anyone is welcome to drop in with questions, ideas, or troubleshooting. No appointment is needed.

Join the Cloud Impact Hub Chat space for the Zoom link and other details.

Vendor Support

In addition to the Campus Cloud Team, you can open support requests directly with the cloud providers for service-specific questions about your workloads.

AWS

Every Campus Cloud AWS account is automatically enrolled in AWS Enterprise Support at no additional cost to your account. This includes:

  • Technical Account Manager (TAM) — a named AWS technical advisor shared across the UCSB organization. The TAM meets with the Cloud Team twice monthly and can assist with architecture reviews, service limits, and best practices.
  • AWS Concierge Team — assists with billing and account questions.
  • Support Channels — you can open AWS Support cases via web, email, chat, or phone directly from the AWS Console (Support → Create case).

Response times depend on case severity — see AWS Support Plans for SLA details.

Microsoft

You can contact Microsoft directly from the Azure portal. From anywhere in the portal, select the ? (Help) icon in the top header, or open Help + support, then choose Create a support request.

What Microsoft can help with depends on your subscription:

  • Subscription management — billing, quota increases, and account questions are included for every subscription at no cost.
  • Technical support — subscriptions provisioned by the Campus Cloud Team are covered by the campus Microsoft Unified Support agreement, so you can open technical support requests for them at no extra cost. When you create a request for one of these subscriptions, select Unified Support as the support plan.
  • Student, MSDN, and Visual Studio subscriptions are not covered by the campus agreement and receive Basic support only — subscription management and billing, but no Microsoft technical support. See Compare Azure support plans for the difference.

To open a request, you need the UCSB Subscription Owner or UCSB Application Owner role on the subscription (see First Steps).

For step-by-step instructions, see Microsoft’s official guide, How to create an Azure support request.

GCP

Vendor support for GCP is not currently available through the Campus Cloud. The UC System is working on negotiating a support agreement, and we will announce it here once it is available.

Annual Account Check-Ins

Each year we schedule a short check-in with every Campus Cloud account owner — one per AWS account, Azure subscription, or GCP project. It is a chance to discuss your project needs, raise any challenges, and share feedback on your Campus Cloud experience. We also use it to highlight any security, budget, or compliance items relevant to your account.

A typical check-in covers:

  • Account contacts — confirming security, billing, and operations contacts are current. See Account Contacts.
  • Cost — budgets, alerts, and spending trends, plus your Purchase Order renewal date and whether the annual amount still matches your expected spending. See Costs & Billing.
  • Security & compliance — open findings in your account’s security dashboard and a compliance summary we pull from Wiz. We also ask whether the account holds any sensitive or regulated data (protection levels P3 or P4) and whether a NIST-compliant account would fit your work.
  • Tagging — keeping resources organized and tagged consistently. See Tagging & Labels.
  • Feedback — your experience with Campus Cloud and the Landing Zone service.

Everything we review together is something you can also check on your own at any time. Each provider’s First Steps guide doubles as a checklist for verifying your account’s setup — sign-in, access, contacts, budgets, and tags: AWS, Azure, or GCP. For reviewing security findings, see the security guide for AWS, Azure, or GCP.

You don’t have to wait for us to reach out. To schedule a check-in proactively:

  1. Pick a time using our check-in booking link.
  2. Complete the pre-screening survey before your meeting so we can prepare.

If you are no longer the right contact for an account, let us know at info@cloud.ucsb.edu so we can reach the right person.