Contact support
Create and track support tickets in the Console.
Create a ticket in the Console and follow replies from the InnoPaaS support team.
Open Support
Open Console > Support. View ticket counts by status, or find a ticket using the search and filters.
Create a ticket
Describe the topic
Select Create Ticket, then complete these fields:
- Ticket title — Summarize the issue in one line.
- Product — Select the affected product.
- Category — Select the issue category.
Set priority and describe the issue
Priority — Choose Low, Normal, High, or Urgent based on the impact. See the form for the service commitment.
Description — Include these three points:
- Issue: Expected and actual results.
- Impact: Start time, time zone, affected scope, and whether it is ongoing.
- Troubleshooting: Error codes, Request or message IDs, and steps already tried.
Optional: If shown, add API Key ID, Product Grant ID, or Request ID under Troubleshooting context; use identifiers only, never secret key values.
Attach files and submit
- Attachments — Upload screenshots or logs: up to 5 files, 20 MB each. Remove passwords, tokens, and secrets first.
- Notification methods — Choose In-app and/or Email.
- Submit Ticket — Review the form and submit your request.
Follow up on a ticket
Find the ticket by number or title in Support. Open its thread to read replies and add updates about the same issue.
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