---
title: Support Ticket
description: >-
  Create, track, and manage E2E Cloud support tickets for TIR — Cloud, Billing, and Sales categories, ticket dashboard, reply and close workflows, ticket details, and Cloud Platform Support scope.
---

import { SupportFeaturesNav, SupportBestPractices } from './SupportCards'

# Support Ticket

E2E Networks provides 24x7 support for TIR through the same account-wide ticketing system used across E2E Cloud. 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 entry point is **Support** in the TIR 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 console 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**.

<SupportFeaturesNav />

---

## 1. Support Categories

| Category | Description |
|----------|-------------|
| **Cloud** | Technical support related to E2E Cloud services and infrastructure, including TIR. |
| **Billing** | Billing, payment, invoice, account balance, and plan-related queries. |
| **Sales** | Sales assistance for new requirements, upgrades, and commercial discussions. |

---

## 2. Support Dashboard

The **Support** page shows all accessible tickets in one place.

1. Open **Support** from the TIR 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. Select a ticket row to open the ticket detail page.

| Table Column | Description |
|---------------|-------------|
| **Ticket** | Ticket subject / identifier |
| **Category** | Cloud, Billing, or Sales |
| **Severity** | High, Medium, or Low |
| **Status** | Current ticket status |
| **Team** | Support team the ticket is routed to |
| **Created** | Ticket creation date |

:::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. Priority tickets are marked with a **Priority** chip when applicable.
:::

---

## 3. 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** — for TIR issues, choose the relevant service such as Instances, Virtual Machines, Inference, Training Cluster, Datasets, or Storage.
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

| Field | Rule |
|-------|------|
| **Ticket Category** | Required |
| **Subject** | Required, up to 60 characters, standard keyboard characters |
| **Description** | Required, up to 6000 characters, standard keyboard characters |
| **Severity Level** | Required for **Cloud** and **Billing** tickets. **Low** is disabled for Priority Support accounts. |
| **Affected Service** | Required for **Cloud** and **Billing** tickets |
| **Attachments** | PNG, JPG, JPEG, or PDF; up to 5 files; 5 MB max per file |
| **CC** | Not shown for **Billing** tickets. Up to 10 accepted IAM members for **Cloud** tickets. |

:::caution
For your security, do not share server credentials, passwords, private keys, or confidential access URLs in the ticket.
:::

---

## 4. 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.
:::

---

## 5. 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. 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.
:::

---

## 6. 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

| Field | Rule |
|-------|------|
| **Reply text** | Required; whitespace-only replies are not allowed; up to 6000 characters |
| **Attachments** | PNG, JPG, JPEG, or PDF; up to 5 files; 5 MB max per file |
| **Reply button** | Disabled when the ticket no longer accepts replies, or when your account lacks update permission |

---

## 7. Close a Ticket

| Method | Steps |
|--------|-------|
| **Reply and close** | Open **Conversation** → enter your final response in **Reply** → attach files if needed → select **Reply and Close** → enter **Feedback** in the close dialog → select **Close Ticket**. The portal posts your reply and closes the ticket. |
| **Close directly** | Select **Close Ticket** → enter **Feedback** in the close dialog → select **Close Ticket**. |

:::caution
Closing a ticket cannot be undone. **Feedback** is required and can contain up to 250 characters.
:::

:::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.
:::

---

## 8. View Ticket Details

Start from a ticket row on the **Support** page.

| View | What It Shows |
|------|----------------|
| **Details** | **Ticket Number**, **CRN**, **Queue**, **Severity**, **Status**, **Creator**, **Resource**, **CC Emails**, **Created**, **Last Updated**, and **Account Manager** details (if available for your account). |
| **Timeline** | Ticket events for a selected month, using **Select Month:** to choose the month and year. |

---

## 9. Cloud Platform Support Scope

### Covered

| Area | Details |
|------|---------|
| **Infrastructure** | Physical, hypervisor, and virtualization-layer issues affecting Compute Node availability. |
| **Network** | Availability, latency, packet loss, routing, and connectivity issues. |
| **Platform services** | Compute Nodes, Object Storage, Load Balancers, CDN, VPC, Firewalls, DNS, Security Groups, and storage services. |
| **Billing** | Usage, invoices, billing clarifications, and plan queries. |
| **Platform guidance** | Using E2E Cloud services through TIR. |
| **TIR platform services** | Inference endpoints, model hosting, datasets, fine-tuning, embeddings, training clusters, and AI platform operations. |
| **Enterprise & governance** | Disaster recovery, license management, SSL certificates, audits, and compliance tools. |

### Self-Managed Compute Responsibility

Compute resources on TIR, such as Instances and Virtual Machines, are self-managed. Support applies to the cloud platform layer outside the instance or VM. Customers are responsible for:

| Responsibility | Examples |
|-----------------|----------|
| **OS & software** | Installation, configuration, and patching |
| **Applications** | Deployment and maintenance |
| **Performance** | Instance/VM-level performance tuning |
| **Access** | User and access management, security hardening |
| **Monitoring** | Monitoring software inside the instance or VM |
| **Firewall rules** | SSH/RDP restrictions, OS firewalls, patches, intrusion prevention, application port security |

:::note
No firewall or port restrictions are applied by default inside customer instances or VMs. Configure your own firewall rules based on your workload and security requirements.
:::

### Excluded

| Not Covered |
|-------------|
| 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 instance or VM |

Use the support ticket flow for platform-level issues and provide complete details, logs, timestamps, resource names, and relevant attachments for faster resolution.

<SupportBestPractices />

---