Skip to main content

Create a support request

Use the DoiT console

We recommend creating support requests via the DoiT console.

Ask your question to Ava​

Before creating a request, you can ask your question to Ava, our AI-powered cloud expert virtual assistant, to get an instant response.

To ask Ava your question:

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

  2. Select Ask a question, and ask Ava to help you instantly.

See also

Learn more about Ava, our AI-powered cloud expert virtual assistant.

Via the DoiT console​

To create a request via the DoiT console:

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

  2. Select Create new request in the upper-right corner of the 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 create a support request 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.

    • Video Call: Let's us know if you are intersted in a brief discovery video call to discuss your request. Once the request is assigned, you'll receive a link to schedule the call.

    • Subject: A short description of the issue.

    • 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.

    • 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 its resolution.

  6. Submit your request.

Escalate a request

If you're on a Solve Standard plan, Ava gives an answer to your request. If it doesn't solve your question, select Escalate to have our support team look at it.

For questions related to billing or invoices, you'll get connected to an expert right away without you needing to escalate the ticket.

Last updated on