Submitting a Support Request

You can submit a support request and a support bundle using the Replicated vendor portal. Uploading a support bundle is secure and helps the Replicated support team troubleshoot your application faster. Severity 1 issues are resolved three times faster when you submit a support bundle with your support request.

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If your customer cannot generate a support bundle using the Replicated admin console and needs an alternative method, see Generating Support Bundles.

Prerequisites

The following prerequisites must be met to submit support requests:

• Your vendor portal account must be configured for access to support before you can submit support requests. Contact your administrator to ensure that you are added to the correct team.

• Your team must have a replicated-collab repository configured. If you are a team administrator and need information about getting a collab repository set up and adding users, see Adding Users to the Collab Repository.

Submit a Support Request

To submit a support request:

1. From the vendor portal, click Support > Submit a Support Request or go directly to the Support page.

2. In section 1 of the Support Request form, complete the fields with information about your issue.

3. In section 2, do one of the following actions:

   • Use your pre-selected support bundle or select a different bundle in the pick list
   • Select Upload and attach a new support bundle and attach a bundle from your file browser

4. Click Submit Support Request. You receive a link to your support issue, where you can interact with the support team.

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   Click Back to exit without submitting a support request.