Create an expert inquiry

Note

This service is only available to customers who purchase cloud services from DoiT International.

You can create inquiries efficiently in DoiT. DoiT helps you capture an accurate and complete description, categorizes and prioritizes the inquiry, and routes the inquiry to the correct team, offering you a faster and more efficient way to create inquiries.

To create an inquiry via the DoiT console:

1. Sign in to the DoiT console, select Get advice from the top navigation bar, and then select New expert inquiry.

2. Type a description of the inquiry. The inquiry is automatically prepopulated based on your description. Furthermore, you are prompted to add any additional details that you can provide to help resolve your inquiry faster. You can also attach screenshots and logs.

   

   If you'd prefer different options than provided, you can easily change them.

3. In Requester, select your email address.

4. Select the Severity of your inquiry:

   • General Guidance: You have general questions about a product.

   • System Impaired: An issue is impairing your systems.

   • Production System Impaired: An issue is impairing your production systems.

   • Production System Down: An issue is causing downtime to your production systems.

5. Select the Cloud Platform and Product of the issue you're facing.

6. Depending on the cloud provider you selected, select your unique identifier for that provider. For example, AWS account, GCP project ID, Azure subscription, and so on.

7. Use Additional CCs to copy in additional recipients on the current inquiry. The DoiT console may automatically add your cloud vendor representative (e.g., account manager or customer engineer) to the list. Feel free to remove their email addresses if you do not wish to copy them in on your inquiry.

   Tip

   To copy in additional recipients on all new expert inquiries, use the Default Emails List.

   DCI Essentials customers only: If you're on a DCI Essentials plan, you can create an expert inquiry for billing, invoices, Workspace and O365 queries and a member of our support team will handle your inquiry. For all other queries, submit an inquiry and receive an answer from Ava. If Ava doesn't solve your query, or you prefer to speak to our support team, select Speak to a human expert. Please note this service requires a $750 fee. The fee is charged in a separate invoice, which will arrive in the month after the inquiry is issued. Payment can be made at any time after an inquiry is created.

8. Submit your inquiry.

9. (Optional) To expedite your inquiry, we need temporary read-only access to your Cloud environment. Access is automatically removed when the inquiry is resolved. The method you use depends on your cloud provider.

   Note

   This is not applicable to Azure.

   • AWS. Select Deploy stack.

     

   • Google Cloud. Copy and run the code from the code block provided. See also Support access to Google Cloud.

     

Once you have submitted your inquiry, you'll see a list of current inquiries, if any.