Opening your first support ticket

Now that you've got your database up and running, it's time to open a support ticket

There are a few ways to submit a ticket.

1. Sign in to or create an account on the Yugabyte support home page and submit a ticket through the portal. You can always submit a ticket through email or without signing in, but the only way to manage requests, and see other tickets you or your organization have outstanding, is to sign in to the support portal. This is also the best way to include attachments, which will get stripped when delivered over email.

2. Visit the Yugabyte support home page and, at the top right hand corner, select "submit request":

You'll need to include your email, of course, you can continue working the issue through email or see the request in the support portal if you create an account.

3. You can send an email to support@yugabyte.com and a ticket will be created for you. You can continue to work the issue through email, and, again, creating an account with the same email will allow you to see the status of the ticket in the support portal.

What to include in your request

As much as possible, include enough detail that a support engineer can begin helping immediately.

This includes a good description of the problem, including any relevant steps taken before the problem occurred, especially things like recent maintenance or upgrades, recent chances in application usage, or known infrastructure problems with other applications which might use the database.

And perhaps most importantly, attach resources to the case to help the support engineer have a good view of the issue. This includes logs, screenshots of errors or steps taken to produce the problem, and a sosreport if you're running a Red Hat Enterprise Linux (RHEL) or Centos system.