Raising Support Tickets

Submit a Request

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:

Subject

Provide a short, specific title. Keep it searchable.

• HashSphere issue is too vague.

• I’m having difficulty ... is too long. Save it for the description.

• Dashboard access from provided link is just right.

• Prefer a pattern like: [Mirror Node] 500s on /api/v1/transactions (prod)

Description

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

• Description and symptoms of the issue

• The HashSphere components or services that are affected

• How you detected the issue

• What you tried to do to fix the issue, and the results

• The steps to take to recreate the issue

• Any relevant configurations

Include exact identifiers when you have them:

• Environment (prod/non-prod) and region

• Timestamps with timezone

• Transaction ID, account ID, contract ID, or topic ID

• Endpoint/URL, request ID, and HTTP status code (if applicable)

Do not share private keys, seed phrases, or unredacted secrets. Redact tokens and passwords.

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

Business Impact

The Business Impact drop-down is used to indicate 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.

HashSphere Services Impacted

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

Attachments

Attach any files that help diagnose the issue, in particular:

• Log files

• Configuration files

• Crash stack dumps

• Application architecture diagrams

Submitting Tickets

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

You will receive a confirmation email.

Next steps

Managing Support Tickets

Support Overview