Support services
If you have problems with Cloud Service, you have several options to get help from EDB's Support team. If you have a Cloud Service account, you can go directly to the Support portal or the Console to open a Support case, or you can leave Support a message using the Support Case widget.
If you can’t log in to your account or are having issues using the widget, send us an email at cloudsupport@enterprisedb.com.
See Managing your Support cases for more information.
Create a Support case from the Support portal (recommended)
Start a Support case using any one of these options:
Go to the Support portal and select Submit a request at the top-right of the page.
Log in to Console. Select the question mark (?) at the top right of the page, select Support Portal, and select Submit a request at the top right of the page.
Log in to Cloud Service. Select the question mark (?) at the top right of the page, and select Create Support ticket.
Enter a description in the Subject field.
(Optional) Select the cluster name from the Cluster name list.
Enter values for Severity Level and Description.
(Optional) Attach files to provide more details about the issue.
Select Submit.
Create a Support case from the Support widget
Log in to Cloud Service and select Support on the bottom of the left navigation pane.
Fill in the Leave us a message form.
(Optional) The Your Name field is prefilled, but you can edit it.
The Email Address field is prefilled, but you can edit it.
(Optional) Select the cluster name from the Cluster name list.
Enter values for Severity Level and Description.
(Optional) Attach files to provide more details about the issue.
Select Submit.
Case severity level
| Level | Description |
|---|---|
| Severity 1 | The cloud service is down, or there's an error with critical impact on your production environment. Covers urgent problems including database service outage, data loss, and cluster provisioning failure. |
| Severity 2 | There's a cloud service error or an issue significantly impacting your production environment. The system is functioning but in a severely reduced capacity. Covers problems including database service interruption and backup failures. |
| Severity 3 | There's an error or issue that doesn't have a significant impact on your production environment. Covers problems including API issues, monitoring metrics, and logging issues. |
| Severity 4 | General questions, inquiries, or nontechnical requests. |
Best practices
Have at least two account owners assigned to your Cloud Service and cloud service provider accounts.
Add cloudsupport@enterprisedb.com to your email allowed list to avoid missing emails from the Cloud Service Support team.
For more information
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