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.