Create a ticket

Introduction

You can create support tickets in two ways: through the STACKIT Portal or through the STACKIT Help Center. Both submission paths route your request to the same system, so your ticket reaches the same support workflow regardless of where you start. To use either option, you must have a STACKIT user account.

Ticket categories

We differentiate between two main ticket categories: incidents and service requests:

• Use incidents to inform us about urgent, ongoing issues with STACKIT services that you are actively using. To do so, you must reference both an organization and a project in your ticket. This will make it easier for our support staff to understand the context of your issue and provide you with a faster and more accurate solution.
• Use service requests for less urgent cases, for example to ask for advice, request password resets, get help with account or project settings, clarify planned changes to configurations or product parameters, or to request additional consulting on STACKIT products. You can submit a service request without referencing an organization or project.

Support plans

You can subscribe to STACKIT Ultimate Support to benefit from even faster response times, a dedicated support hotline, 24/7 availability, and bespoke training and consulting services.

Creation process

Choose the method you prefer to create a support ticket. Both submission paths route your request to the same system, so you can expect the same experience and response times regardless of the method you choose:

Via Portal

1. Visit the STACKIT Portal and log in.

2. Select the affected project via the top bar and navigate to the affected service via the sidebar

3. Click the question mark icon in the upper right corner and select Create a support ticket.

4. Choose the type of issue you have.

   I have an incident:

   • Do you experience bugs or glitches?
   • Are there any error messages?
   • Are some features not working properly or not at all?
   • Is a service or infrastructure no longer accessible?
   • Do you have trouble with a STACKIT product and need help?

   I have a service request:

   • Do you need advice?
   • Do you need a password reset, user installations or other activities that have to be performed by STACKIT?
   • Do you need help with account or project settings?
   • Do you need more information while changing e. g. a configuration, a plan or other product parameters?
   • Do you have any improvement ideas or suggestions for our products?
   • Do you need further consulting on STACKIT products?
   • Do you have any suggestions for new products or features?

5. Provide as much information about your issues as possible, including any details or screenshots. The more data we have, the quicker we can assist you in resolving your issue.

   • Business Critical (toggle): Is this a business-critical incident where essential business functions have completely or partially failed due to a disruption of a STACKIT Cloud Service?
   • Organization (pre-selected): Your current organization.
   • Project (pre-selected): Your current project.
   • Product (optional): Select the affected product via its category.
   • Subject: Short and simple summary of the issue.
   • Description: Detailed description of the issue.
   • Attachment (optional): Files or screenshots with additional information.

6. Submit the ticket.

Via Help Center

1. Visit the STACKIT Help Center and log in.

2. Ensure that the tab STACKIT Public Cloud is selected on the left side.

3. Choose the type of issue you have.

   Raise an incident:

   • Do you experience bugs or glitches?
   • Are there any error messages?
   • Are some features not working properly or not at all?
   • Is a service or infrastructure no longer accessible?
   • Do you have trouble with a STACKIT product and need help?

   Raise a service request:

   • Do you need advice?
   • Do you need a password reset, user installations or other activities that have to be performed by STACKIT?
   • Do you need help with account or project settings?
   • Do you need more information while changing e. g. a configuration, a plan or other product parameters?
   • Do you have any improvement ideas or suggestions for our products?
   • Do you need further consulting on STACKIT products?

   Share your feedback & ideas:

   • Do you have any feedback on our existing products or services?
   • Do you have any suggestions for new products or features?

4. Provide as much information about your issues as possible, including any details or screenshots. The more data we have, the quicker we can assist you in resolving your issue.

   • Business Critical (checkbox): Is this a business-critical incident where essential business functions have completely or partially failed due to a disruption of a STACKIT Cloud Service?
   • Organization: Select your organization.
   • Project: Select your project.
   • Product (optional): Select the affected product.
   • Summary: Short and simple description of the issue. This field is context sensitive. Based on your input, it will provide you with articles from our STACKIT Docs that may be of additional help.
   • Description: Detailed description of the issue.
   • Attachment: Files or screenshots with additional information.

5. Submit the ticket.

We will inform you via email when your request is being processed. You can always check your current tickets and their status in the STACKIT Help Center or STACKIT Portal.

Troubleshooting

If you are unable to create a ticket, contact the person that is responsible for managing your organization’s customer account. The following roles are able to create support tickets:

• owner
• editor
• support.ticket-creator