Filing Support Tickets

If you have already searched our documentation and forums, and still need help with your question, you can file a ticket.

Note: You must be logged in to file a ticket

While we use a single sign-on system to allow access to multiple accounts under one email, a unique email must be used for each ticketing account. To keep tickets filed under the correct accounts, please do not open a ticket by email, instead file it through the ticketing system itself. See this doc for more information on accessing multiple ticketing accounts.

File a Support ticket

To file a ticket, click the "Submit a Request" button at the top-right of the page, next to the user name.

A new ticket request form should appear.

Complete the ticket fields

The information you put in the ticket is very important. The more detailed information you can give us, the better we can respond to your request.

There are five fields you can use to provide information:

• Subject*
• Cloud Environment or Kontainers Cluster Name*
• Description*
• Priority*
• Attachments

Note: fields with (*) are considers as required

Subject

Enter a short description of the support request. After you enter text into this field and move on to the description, the system will suggest some of the topics that might be helpful to you, as shown below.

Cloud Environment or Kontainers Cluster Name

Enter the name of the specific Cloud Environment or Kontainers Cluster Name where the issue/problem is occurring.

Description

This is where you enter the details of your request.

To help our engineers deal with your request efficiently, include any relevant application names, any other environment names or kontainers cluster name, Amazon instance IDs (i-xxxxxx). Please also specify what type of error or issue you are seeing. The more information that is logged, the better!

Priority

The priority indicates the severity issue you are seeing/filing the ticket for. It is important to set the priority accurately, based on the description listed next to it.

Urgent: Your production application is completely down or unusable. Target response time is within 30 minutes.

High: Your production application is up, but is negatively impacted. Target response time is within 4 hours.

Normal: General support requests. Target response time is within 1 business day.

Low: Inquiries, requests and suggestions. Target response time is within 3 business days.

Note: Premium Support provides support 24x7 emergency support for critical issues causing application unavailability or site down-time. Standard Support provides 12x5 support response (6am-6pm Pacific time Mon-Fri). Trial Support provides support during Engine Yard’s normal business hours (9AM to 5PM US Pacific time). See Engine Yard Support Options for more information.

Attachment

You can choose to attach a file or an image to the ticket to provide more context.

Submit the ticket

Once you have filled out the ticket fields, click "Submit" and your ticket will be sent to our Support team!

You will then be able to see your ticket in "My activities" page. See Viewing Your Support Tickets for more information on your organization's tickets.

If you have feedback or questions about this page, add a comment below. If you need help, submit a ticket with Engine Yard Support.