Create a support request

Note

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

You can create tickets efficiently with the help of Ava. Ava helps you capture an accurate and complete issue description, categorizes and prioritizes the ticket, and routes the ticket to the correct team, offering you a faster and more efficient way to create support tickets.

To create a request via the DoiT console:

1. Sign in to the DoiT console, select Expert inquiry from the top navigation bar. You'll see a list of your recent tickets. Select View all tickets to see a complete list.

2. Type a description of the issue. Ava automatically prepopulates the ticket based on your description. Furthermore, Ava prompts you to add any additional details you can provide to help resolve your issue faster. You can also attach screenshots and logs.

   

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

3. In Requester, select your email address.

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. 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 request. 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 request.

   Tip

   To copy in additional recipients on all new support requests, use the Default Emails List.

   DCI Essentials customers only: If you're on a DCI Essentials plan, you can create a support request for billing, invoices, Workspace and O365 queries and a member of our support team will handle your request. For all other queries, submit a support request and Ava gives an answer to your request. 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 ticket is issued. Payment can be made at any time after a ticket is created.

8. Submit your request.

9. (Optional) To expedite your request, we need temporary read-only access to your Cloud environment. Access is automatically removed when the service request 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 request, you'll see a list of current tickets, if any.