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How to open a support ticket with Yugabyte

Ashok Gangwar
Updated

Overview

This article explains how to open a ticket with Yugabyte Support. Follow it to reach the right engineer, at the right speed, with the right details on your first try.

 

Before You Start

You have three fast tools. Use them first. You may find your answer in minutes.

  1. Search the Support Knowledge Base. Many issues have a known fix.
  2. Check docs.yugabyte.com and the release notes. New releases fix many problems.
  3. Ask Yugabyte Docs AI. This tool gives fast answers from the docs (see below in action).

If production is down, skip these checks. Open a ticket now.

Step 1: Sign In to the Support Portal

Go to support.yugabyte.com and sign in.

 

No account yet? Ask your Yugabyte account team to add you. For details, see New to Yugabyte Support? Sign up.

 

Step 2: Fill In the Ticket

Subject: State the component and the symptom. Example: YBA backup fails with "ERROR: S3 access denied" on v2.20.5. Avoid vague subjects like Help needed.

Description: Include all four:

  1. What happened: the exact error message, copied and pasted.
  2. When it started: a timestamp with time zone.
  3. What changed recently: an upgrade, a config change, a deploy.
  4. What "done" looks like: how you'll know the ticket can close.

Attach a support bundle. This is the single biggest speed-up. In the YBA UI: Universes → your universe → Actions → Support Bundles → Create Support Bundle. 

Refer the doc for more details : https://docs.yugabyte.com/stable/yugabyte-platform/troubleshoot/universe-issues/#create-support-bundles 

 

If Production Is Down

  1. Set Severity to Urgent.
  2. Check Alert On-Call Engineer.
  3. In the description, include all key details about the incident for quick understanding of the issue.

Full steps: How to submit a ticket to trigger an on-call engineer.

 

Step 3: After You Submit

  • You'll get a confirmation email with a ticket ID. Reply on that ticket to add updates. Please don't start a new email thread. 
  • To review your tickets, sign in and go to your name → My Activities → My Requests (or Organization Requests for your whole team's tickets).

 

References

 

 

Reference Number: SUPPORT-936

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