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Create a support request

We recommend that you always create support requests via the DoiT Console.

Create a request‚Äč

To create a new request:

  1. Log in to the DoiT Console, select Services from the top navigation bar, and then select Consulting and support.

  2. Select New request in the upper-right corner on the Consulting and support page.

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

    Create a new support request

    During this step, you'll see a list of current cloud incidents related to your selected cloud platform if any.

    If one of the current incidents appears to be related to your request, you may still open a ticket with us. However, likely, we are already working with the cloud vendor to address the issue.

  4. Select the Severity of your request:

    • 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. Provide details of the issue.

    • Subject: A meaningful summary of the issue.

    • Additional CCs: The DoiT Console may automatically add your cloud vendor representative (e.g., account manager or customer engineer) to the list of Additional CCs. Feel free to remove their email addresses if you do not wish to copy them on your request.

    • Description: More information about the issue. You can also attach screenshots and logs.

      Requests with sufficient details are generally resolved faster in comparison to those with scant information as extra communication between you and your support specialist will delay ticket resolution.

  6. Submit your request.