--- title: Support --- # Support E2E Networks provides 24x7 support through the MyAccount portal. Use the **Support** page to create tickets, track ticket status, reply to support conversations, review ticket details, and close tickets when the issue is resolved. The common user entry point is **Support** in the MyAccount sidebar. The support dashboard opens with ticket summary cards, filters, the ticket list, and the **Create Ticket** action. We strongly recommend raising tickets through the MyAccount portal for faster triage, better tracking, and structured troubleshooting. If the portal is inaccessible, Cloud Platform issues can be sent to **cloud-platform@e2enetworks.com**. For high-priority follow-up after creating a ticket, use the Cloud Platform helpline: **+91-11-4117-1818**. ## Support Categories The revamped support flow lets you create tickets for: - **Cloud** - Technical support related to E2E Cloud services and infrastructure. - **Billing** - Billing, payment, invoice, account balance, and plan-related queries. - **Sales** - Sales assistance for new requirements, upgrades, and commercial discussions. :::note The dashboard can also show tickets categorized as **Network**, **SOC**, or **Abuse** when those ticket types are available for your account or have been created through related support workflows. ::: ## Support Dashboard The **Support** page shows all accessible tickets in one place. 1. Open **Support** from the MyAccount sidebar. 2. Review the summary cards: **Open**, **Urgent**, and **Resolved**. 3. Use **All Statuses**, **All Severities**, **All Categories**, and **All Years** to filter tickets. 4. Use **Search tickets...** to search the list. 5. Select **Reset** to clear filters and reload the default list. 6. Review the ticket table columns: **Ticket**, **Category**, **Severity**, **Status**, **Team**, and **Created**. 7. Select a ticket row to open the ticket detail page. 8. The dashboard updates the list based on the selected filters and pagination. Priority tickets are marked with a **Priority** chip when applicable. :::note Ticket visibility depends on your account role and permissions. For example, Billing contacts may not see Cloud Platform tickets, and Technical Lead contacts may not see Billing tickets. ::: ## Create a Support Ticket Start from **Support** and select **Create Ticket**. 1. In **Ticket Classification**, select **Ticket Category**: **Cloud**, **Billing**, or **Sales**. 2. For **Cloud** or **Billing**, select **Severity Level**: **High**, **Medium**, or **Low**. 3. Enter **Subject**. 4. Enter **Description** with the issue details, steps performed, error messages, logs, affected IPs, domains, and business impact. 5. For **Cloud** or **Billing**, select **Affected Service**. 6. If available, select one or more **Affected Resource** entries. 7. If the resource is not listed, select **Can't find my resource?**, enter the resource name, and select **Add**. 8. Add **Attachments** if needed. 9. For non-Billing tickets, add **CC** members from accepted IAM users if required. 10. Review **Ticket Summary**. 11. Select **Create Ticket**. ### Field Validation - **Ticket Category**, **Subject**, and **Description** are required. - **Severity Level** and **Affected Service** are required for **Cloud** and **Billing** tickets. - **Subject** can contain up to 60 characters. - **Description** can contain up to 6000 characters. - **Subject** and **Description** accept standard keyboard characters. - **Attachments** can be PNG, JPG, JPEG, or PDF files. - A ticket can include up to 5 attachments. - Each attachment must be 5 MB or smaller. - **CC** is not shown for **Billing** tickets. For Cloud tickets, up to 10 accepted IAM members can be selected. - For Priority Support accounts, **Low** severity is disabled. :::caution For your security, do not share server credentials, passwords, private keys, or confidential access URLs in the ticket. ::: ## Create a Sales Ticket Start from **Support** and select **Create Ticket**. 1. In **Ticket Category**, select **Sales**. 2. Review the displayed Sales contact details if you want to contact the Sales team directly. 3. Enter **Subject**. 4. Enter **Description**. 5. Add **Attachments** if needed. 6. Add **CC** members if required. 7. Review **Ticket Summary**. 8. Select **Create Ticket**. :::note Sales tickets do not show **Severity Level**, **Affected Service**, or **Affected Resource** because they are routed as commercial requests. ::: ## Select Affected Resources For services with resource lookup support, the **Affected Resource** field lists resources from your account. 1. Select **Affected Service**. 2. Wait for the resource list to load. 3. Select the affected resources. 4. For **Kubernetes**, expand the cluster, pool, and node levels, then select the affected cluster, pool, or node entries. 5. If the resource is missing, select **Can't find my resource?**, enter the resource name, and select **Add**. :::note If no resources are available for the selected service, the field shows **No available resources**. You can still add a custom resource name when needed. ::: ## Reply to a Ticket Start from a ticket row on the **Support** page. 1. Select the ticket row. 2. In the ticket detail page, open **Conversation**. 3. Enter your message in **Reply**. 4. Select **Attach Files** if you need to include supporting files. 5. Select **Reply**. ### Reply Validation - Reply text is required. - White-space-only replies are not allowed. - Reply text can contain up to 6000 characters. - A reply can include up to 5 attachments. - Attachments can be PNG, JPG, JPEG, or PDF files. - Each attachment must be 5 MB or smaller. - **Reply** is disabled when the ticket no longer accepts replies or when your account does not have update permission. ## Reply and Close a Ticket Start from the ticket detail page. 1. Open **Conversation**. 2. Enter your final response in **Reply**. 3. Attach files if needed. 4. Select **Reply and Close**. 5. In the close dialog, enter **Feedback**. 6. Select **Close Ticket**. 7. The portal posts your reply and closes the ticket. The ticket status is refreshed after the close action completes. :::caution The close dialog states that closing a ticket cannot be undone. **Feedback** is required and can contain up to 250 characters. ::: ## Close a Ticket Start from the ticket detail page. 1. Select **Close Ticket**. 2. Enter **Feedback** in the close dialog. 3. Select **Close Ticket**. :::note The **Close Ticket** action is not shown for **SOC** and **Abuse** ticket detail pages. Closed tickets may stop accepting replies after the portal reply window expires. ::: ## View Ticket Details Start from a ticket row on the **Support** page. 1. Select the ticket row. 2. Open **Details**. 3. Review **Ticket Information**, including **Ticket Number**, **CRN**, **Queue**, **Severity**, **Status**, **Creator**, **Resource**, **CC Emails**, **Created**, and **Last Updated**. 4. Review **Account Manager** details if they are available for your account. ## View Ticket Timeline Start from a ticket row on the **Support** page. 1. Select the ticket row. 2. Open **Timeline**. 3. Use **Select Month:** to choose the month and year. 4. Review the ticket events for the selected month. ## Cloud Platform Support Scope Cloud Platform Support covers issues related to E2E Cloud infrastructure, platform services, and operational components, including: - Physical, hypervisor, and virtualization-layer issues affecting Compute Node availability. - Network availability, latency, packet loss, routing, and connectivity issues. - Platform-managed services such as Compute Nodes, Object Storage, Load Balancers, CDN, VPC, Firewalls, DNS, Security Groups, and storage services. - Billing and account support for usage, invoices, billing clarifications, and plan queries. - Platform feature guidance for using E2E Cloud services through MyAccount. - TIR platform services such as inference endpoints, model hosting, datasets, fine-tuning, embeddings, and AI platform operations. - Enterprise and governance services such as disaster recovery, license management, SSL certificates, audits, and compliance tools. ## Self-Managed Compute Responsibility Compute Nodes on E2E Cloud are self-managed. Support applies to the cloud platform layer outside the VM. Customers are responsible for: - OS and software installation, configuration, and patching. - Application deployment and maintenance. - VM-level performance tuning. - User and access management. - Security hardening. - Monitoring software inside the VM. - VM firewall rules, including SSH/RDP restrictions, OS firewalls, patches, intrusion prevention, and application port security. - No firewall or port restrictions are applied by default inside customer VMs. Configure your own VM firewall rules based on your workload and security requirements. ## Cloud Platform Support Exclusions Cloud Platform Support does not include: - Application installation, configuration, or maintenance. - Debugging application code or runtime issues. - OS-level performance tuning or kernel modifications. - Custom script development or deployment automation. - Troubleshooting user-installed packages inside the VM. Use the support ticket flow for platform-level issues and provide complete details, logs, timestamps, resource names, and relevant attachments for faster resolution.