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Prerequisites

Section titled “Prerequisites”

To use our support request system, you need the following:

  • You have a STACKIT user account: Create a user account
  • You have one of the following project roles assigned:
    • owner
    • editor
    • support.ticket-creator

Create a ticket

Section titled “Create a ticket”

  1. To create a ticket in the STACKIT Help Center, navigate to https://support.stackit.cloud/ and log in with your credentials.

  2. Choose the type of issue you have.

    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?

    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?

    Feature request:

    • Do you have any suggestions for new products or features?

  3. 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.

    • 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.
    • Organization: Select your organization.
    • Project: Select your project.
    • Product (optional): Select the affected product.
    • Description: Detailed description of the issue.
    • Attachment: Files or screenshots with additional information.
    • Impact value (only for incidents): Define the range of the impact:Minor- Single UserModerate - Few Users or a teamSignificant - Business Unit or LocationExtensive - Region or Segment
    • Urgency (only for incidents): Define the urgency of the issue:Low - InconvenientMedium - Work functions impairedHigh - Can no longer perform primary work functionsCritical - Can no longer work.

  4. Submit the ticket.