Raising Support Tickets

Screenshots and portal layout may change as the support portal is finalized.

From any portal page, select Submit a request from the top bar:

This opens the ticket creation form.

Please fill in the fields as follows:

Provide a short, specific title. Keep it searchable.

Provide enough detail for fast triage and reproduction. Aim to include:

The text entry has comprehensive formatting options, including code lines and code blocks:

The Business Impact drop down is to give the Support agent an indication of the urgency of the support ticket.

Use the following guidance when selecting impact:

Critical - Complete service outage or data corruption affecting production operations, causing immediate and severe business disruption with no available workaround.
High - Significant degradation of service performance or functionality in production, substantially impacting business operations with limited or complex workarounds available.
Medium - Partial loss of non-critical service functionality or moderate performance issues causing noticeable but manageable impact to business operations with reasonable workarounds available.
Low - Minor issues or general inquiries about the managed service that have minimal to no impact on business operations or can be addressed through documentation.

Select the services impacted by the issue. If you do not see a service, select Service Not Listed.

Provide precise steps to reproduce. Include API calls, error messages, and relevant configuration.

Please attach any files which would help in diagnosing the issue, in particular:

Select Submit to create the ticket. The ticket is routed to a support agent.

You will receive a confirmation email and you can view and manage the ticket through the requests page in the portal.

Last updated 6 days ago