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Support Center

The Support Center in the Cloud Management Portal provides a centralized space where users can submit support tickets, view responses, and track the status of their requests in real-time. It also offers quick access to frequently asked questions (FAQs) to help you resolve common issues without the need to raise a ticket.


Accessing the Support Module

  • Log in to the Cloud Management Portal.

  • From the left-hand menu, click on Support.

  • You will be directed to the Support Dashboard.


Support Dashboard Overview

  • When you land on the Support page, you will see the following key elements:

  • Ticket Overview Summary :

MetricDescription
TotalTotal number of tickets ever submitted
ActiveCurrently open and unresolved tickets
OpenNew tickets awaiting action
In ProgressTickets currently being handled by support
ClosedSuccessfully resolved tickets
FeedbackTickets pending user feedback or rating
  • If you haven't submitted any tickets yet, the page will display a message:
    “Looks like you don’t have any Support Ticket created.”

  • Click Open Ticket to create your first request.


Frequently Asked Questions (FAQs)

  • Beneath the dashboard, a collapsible FAQ section is available. This self-service section can help resolve common questions instantly, without needing to contact support.

Examples include:

  • How can I activate a Windows license in the cloud environment?

  • I'm unable to telnet or connect to an IP from my virtual machine.

Click the + icon to expand and read more about each FAQ entry.


Creating a Support Ticket

To raise a new support request:

  • Click the Open Ticket button (top-right of the dashboard).

  • You will be taken to the Open Support Ticket form.

  • Below are the list of ticket Form Fields.

FieldDescription
DepartmentChoose the relevant support category (e.g., Billing, Technical, Server).
ServerSelect the impacted server from your list (if applicable).
SubjectProvide a concise summary of your issue or request.
MessageDescribe your issue in detail. You can format text and add links or code.
  • The text editor supports rich formatting (bold, italics, bullet lists, hyperlinks, etc.) for clarity.

  • Once all fields are filled, click Open Ticket to submit your request.

Managing Tickets :

  • After submission, tickets will appear in the support dashboard with their current status. You can return to this page anytime to:

    • Check progress

    • Respond to support staff

    • Close resolved tickets

    • Provide feedback or ratings