---
title: "Support FAQ"
description: "Short answers about creating, replying to, and closing support tickets in TIR."
content_type: "faq"
product: "tir-support"
platform: "TIR"
url: "/tir/tir-support/faq/"
---

# Support FAQ

## What ticket categories can I create?

**Cloud**, **Billing**, or **Sales**, from **Support**. See [Create a support ticket](/tir/tir-support/how-to/create-a-support-ticket/).

## Why is Low severity not available when I create a ticket?

**Low** is available for **Cloud** tickets only. **Severity Level** applies to **Cloud** and **Billing** tickets. See [Create a support ticket](/tir/tir-support/how-to/create-a-support-ticket/).

## Why is there no Severity Level, Service, or Resource on my Sales ticket?

A Sales ticket needs only **Subject**, **Description**, **Attachments**, and **CC**. See [Create a Sales ticket](/tir/tir-support/how-to/create-a-sales-ticket/).

## Why can I not add CC members to a Billing ticket?

**CC** appears on **Cloud** and **Sales** tickets. For **Cloud** tickets you can add up to 10 accepted IAM members. See [Create a support ticket](/tir/tir-support/how-to/create-a-support-ticket/).

## What are the file type and size limits for attachments?

PNG, JPG, JPEG, or PDF. A ticket or reply can have up to five attachments, each 5 MB or smaller. See [Create a support ticket](/tir/tir-support/how-to/create-a-support-ticket/#field-rules).

## Can I reopen a ticket after closing it?

No. Closing a ticket is permanent, and replies are for open tickets only. If the issue comes back, create a new ticket. See [Close a ticket](/tir/tir-support/how-to/close-a-ticket/).

## Why can I not reply to my ticket?

**Add Reply** is available while the ticket is open. To follow up on a closed ticket, create a new one. See [Reply to a ticket](/tir/tir-support/how-to/reply-to-a-ticket/).

## Why do I not see all tickets on the Support page?

Which tickets you see depends on your account role and permissions. See [Find your tickets](/tir/tir-support/how-to/find-your-tickets/).

## What if my resource is not listed?

**Resource** lists the resources of the selected service in the selected project. If it shows **No resource available**, the project has none for that service, so check the **Project** and **Service**. **Resource** is optional, so you can describe the resource in the **Description**. See [Select the affected resources](/tir/tir-support/how-to/create-a-support-ticket/#select-the-affected-resources).

## Is Close Ticket available for every ticket type?

No. **Close Ticket** is available on every ticket type except SOC and Abuse. See [Close a ticket](/tir/tir-support/how-to/close-a-ticket/).

## What can I do if the Support portal is not reachable?

Email Cloud Platform issues to cloud-platform@e2enetworks.com. For high-priority follow-up after you create a ticket, call the Cloud Platform helpline on +91-11-4117-1818. See [Troubleshooting Support](/tir/tir-support/troubleshooting/tir-support/).

## Is application-level debugging covered by Cloud Platform Support?

No. Application installation, configuration, or maintenance, and debugging application code, are outside Cloud Platform Support. Support also leaves out OS-level tuning, custom scripts, and user-installed packages inside an instance or VM. For the full list, see [What Cloud Platform Support covers](/tir/tir-support/concepts/support-scope/).