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.
Support Categories
Cloud, Billing, and Sales ticket categories, with role-based ticket visibility.
→Support Dashboard
Filter, search, and track every ticket from one summary view.
→Create a Ticket
Raise a Cloud, Billing, or Sales ticket with severity, affected service, and attachments.
→Reply & Close
Reply to ticket conversations, close resolved tickets, and review the ticket timeline.
→Ticket Details
View ticket number, CRN, queue, severity, status, and account manager information.
→Support Scope
What Cloud Platform Support covers, and what falls under self-managed responsibility.
→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.
- Open Support from the TIR sidebar.
- Review the summary cards: Open, Urgent, and Resolved.
- Use All Statuses, All Severities, All Categories, and All Years to filter tickets.
- Use Search tickets... to search the list.
- Select Reset to clear filters and reload the default list.
- 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 |
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.
- In Ticket Classification, select Ticket Category: Cloud, Billing, or Sales.
- For Cloud or Billing, select Severity Level: High, Medium, or Low.
- Enter Subject.
- Enter Description with the issue details, steps performed, error messages, logs, affected IPs, domains, and business impact.
- 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.
- If available, select one or more Affected Resource entries.
- If the resource is not listed, select Can't find my resource?, enter the resource name, and select Add.
- Add Attachments if needed.
- For non-Billing tickets, add CC members from accepted IAM users if required.
- Review Ticket Summary.
- 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. |
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.
- In Ticket Category, select Sales.
- Review the displayed Sales contact details if you want to contact the Sales team directly.
- Enter Subject.
- Enter Description.
- Add Attachments if needed.
- Add CC members if required.
- Review Ticket Summary.
- Select Create Ticket.
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.
- Select Affected Service.
- Wait for the resource list to load.
- Select the affected resources.
- If the resource is missing, 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. You can still add a custom resource name when needed.
6. Reply to a Ticket
Start from a ticket row on the Support page.
- Select the ticket row.
- In the ticket detail page, open Conversation.
- Enter your message in Reply.
- Select Attach Files if you need to include supporting files.
- 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. |
Closing a ticket cannot be undone. Feedback is required and can contain up to 250 characters.
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 |
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.
Best Practices for Faster Resolution
Include steps performed, error messages, logs, timestamps, affected resource names, and business impact — this is the single biggest factor in faster resolution.
Do not include server credentials, passwords, private keys, or confidential access URLs in a ticket or reply.
Reserve High severity for production-impacting issues. Low severity is disabled for Priority Support accounts.
For TIR issues, select the specific service (Instances, Virtual Machines, Inference, Training Cluster, Datasets, or Storage) so the ticket routes to the right team.