STACKIT Support offers multiple options to assist with any problems you may encounter. STACKIT Support provides 24/7 access to customer service:

Status page: Notifications about planned Maintenance or important Incidents
Knowledge Base: Documentation, Release Notes, Tutorials, FAQ's and Known Issues
Help Center: Create Incidents or Service Requests to get in contact with our Support

If you encounter any issues with any STACKIT services or your project, please follow these steps in order to find a solution:

STACKIT Statuspage

At the first indication of an issue, please refer to the STACKIT Status page. This page will display any service or product disruptions or maintenance updates.

Navigate to https://status.stackit.cloud/
Check the status of services and products in the overview
Check the details for any disruptions or maintenance updates below

You can get email notifications whenever STACKIT creates, updates or resolves an incident or maintenance.

Click on Subscribe to Updates on the top of the status page and enter your email address.

STACKIT Knowledge Base

In the Knowledge Base, all products are documented. You will find detailed information on how to effectively utilize our products and features, along with helpful Getting stared and Tutorials articles.

Additionally, there are sections dedicated to informing you about our most recent changes in the Release Notes, and addressing frequently asked questions and known issues in the FAQ & Known Issues section.

STACKIT Help Center

If you require assistance from our professional support team, you can use our Help Center to file a support ticket.

Here, we offer two options:

Incident: Notify us of any issues, bugs, or glitches with your STACKIT products which causing them to not function as expected, require maintenance or a solution.
Service Request: Submit a formal request for information, advice, password resets, or new user installations. Request Fulfilment captures all request details in a Service Request Record.

Create a ticket in the Help Center

Navigate to https://support.stackit.cloud/

Alternatively, log in to the STACKIT portal and navigate to the Help Center in the upper right corner.
Log int with your credentials
Choose between Incident or Service Request
Provide the details about your issue. You have the option to select the organization and/or the project, as well as description options and attachments for screenshots.

The next selection screen provides a useful pre-selection that can be filled with information and details for your Incident or Service Request .

Details for Incident

Summary: Short and simple description of the issue

The Summary field is context sensitive. Based on your input, it will provide you with articles from our STACKIT Knowledge Base that may be of additional help
Description: Detailed description of the issue
Attachment: Additional information as files or screenshots
STACKIT Impact: Define the impact of the issue

Minor- Single User
Moderate - Few Users or a team
Significant - Business Unit or Location
Extensive - Region or Segment

STACKIT Urgency: Define the urgency of the issue

Low - Inconvenient
Medium - Work functions impaired
High - Can no longer perform primary work functions
Critical - Can no longer work

STACKIT Organisation: Select your organization
Project name: Select your project

Details for Service Request

Summary: Short and simple description of the issue

The Summary field is context sensitive. Based on your input, it will provide you with articles from our STACKIT Knowledge Base that may be of additional help.
STACKIT Organisation: Select your organization
STACKIT Project name: Select your project
Description: Detailed description of the issue
Attachment: Additional information as files or screenshots

Please provide us with as much information as possible, including any optional details or screenshots. The more data we have, the quicker we can assist you in resolving your issue.

Choose the right ticket type

Question	Ticket type
Do you get an error message?	Incident
Are the used functions no longer available?
Is a service / infrastructure no longer accessible?
Have you got a fault with a STACKIT product and need help?
Do you have any improvements or suggestions for our products?	Service Request
Do you want to make changes and need more information?
Do you need help with your account or project settings?
Do you need further consulting on STACKIT products?

Details regarding your support tickets

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

Navigate to https://support.stackit.cloud/

Alternatively, log in to the STACKIT portal and navigate to the Help Center in the upper right corner.
Log in with your credentials
Go to Requests in the upper right corner

Here you have several filter options to sort your list of active tickets.

If we have further questions for the creator of the ticket, we will send you an email and the ticket will be marked as Waiting for customer. You can comment the support question direct in the ticket in the Request overview.

If we have resolved the issue and provided a solution use the Approve or Reject function.

If you do not select a solution option, the ticket will be closed automatically after 14 days.

Escalate a ticket

You can escalate a ticket. This option is very useful if your problem has grown, the situation has changed and requires special attention from the support team, or you want to share a ticket with a colleague of yours.

Navigate to https://support.stackit.cloud/

Alternatively, log in to the STACKIT portal and navigate to the Help Center in the upper right corner.
Log in with your credentials
Go to Requests in the upper right corner
Select the ticket you want to escalate
Click Start Escalate
Click Confirm

The tickets is now marked as Issue escalated

Be sure that you want to start an escalation for this ticket. You won't be able to withdraw the escalation yourself, once started.

Share a ticket

You can share a ticket with one of your colleagues. The shared user will have the same options as the creator, including changing the status and communicating with the support team. This can be useful in case of substitution, when the creator cannot monitor the whole process of the ticket.

You can share a ticket with someone after the ticket is created.

Navigate to https://support.stackit.cloud/

Alternatively, log in to the STACKIT portal and navigate to the Help Center in the upper right corner.
Log in with your credentials
Go to Requests in the upper right corner
Select the ticket you want to share
Click Share
Add the name, email address or organization of the colleague you want to share the ticket
Click Share

The colleague must be part of your organization in the STACKIT Portal. You can not share tickets with external persons.

The colleague with whom the ticket was shared has the same rights as the owner of the ticket, including comments and escalation.

You can share the ticket with more than one person. To share it with another colleague you have to repeat the sharing process.

Further information about Service Level

Communication channels	Help Center: https://support.stackit.cloud E-Mail: support@stackit.de
Availability of the fault indication	24/7
Reaction times* Response times*	Incidents: < 4 hours Service Requests: Best Effort
Resolution time**	Best Effort
Price	free of charge

*"Response times": Time period within the service time from the receipt of the notification from the customer by STACKIT, until the start of the processing of the notification by qualified personnel (visual inspection).

**“Resolution time“: Time period within the service time from receipt of the Customer's notification by STACKIT, by the end of which STACKIT must have restored the contractually owed availability of the STACKIT Cloud Service.

Sales contact

If you have some question before you buy our products or services, please, get in touch with us using our contact formular under https://www.stackit.de/en/contact