FAQ
1. What ticket categories can I create?
You can create Cloud, Billing, or Sales tickets from the Support dashboard.
2. Why is Low severity disabled when I create a ticket?
Low severity is disabled for Priority Support accounts. Severity Level applies only to Cloud and Billing tickets.
3. Why don't I see Severity Level, Affected Service, or Affected Resource on my Sales ticket?
Sales tickets are routed as commercial requests, not technical issues, so these fields are not shown. Only Subject, Description, Attachments, and CC apply.
4. Why can't I add CC members to a Billing ticket?
CC is only available for Cloud tickets, where you can add up to 10 accepted IAM members. CC is not shown for Billing tickets.
5. What are the file type and size limits for attachments?
Attachments must be PNG, JPG, JPEG, or PDF. A ticket or reply can include up to 5 attachments, and each attachment must be 5 MB or smaller.
6. Can I reopen a ticket after closing it?
No. Closing a ticket cannot be undone, and Feedback is required at close time. If the issue recurs, raise a new ticket.
7. Why is Reply disabled on my ticket?
Reply is disabled when the ticket no longer accepts replies, or when your account does not have update permission on that ticket.
8. Why don't I see all tickets on the Support dashboard?
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.
9. What if my Affected Resource isn't listed?
Select Can't find my resource?, enter the resource name, and select Add. If no resources are available for the selected service, the field shows No available resources and you can still add a custom resource name.
10. Is the Close Ticket action available for every ticket type?
No. Close Ticket is not shown for SOC and Abuse ticket detail pages. Closed tickets may also stop accepting replies after the portal reply window expires.
11. What can I do if the Support portal is inaccessible?
Email Cloud Platform issues to cloud-platform@e2enetworks.com. For high-priority follow-up after creating a ticket, use the Cloud Platform helpline: +91-11-4117-1818.
12. Is application-level debugging covered by Cloud Platform Support?
No. Application installation, configuration, or maintenance, debugging application code, OS-level performance tuning or kernel modifications, custom script development, and troubleshooting user-installed packages inside an instance or VM are excluded. See Cloud Platform Support Scope for the full list of what's covered and excluded.