Support and Tickets

Apiculus provides support according to the terms and conditions defined in the Service Level Agreement. You can use the Support & Ticket section to create, track, and manage your tickets. You can raise tickets for incidents, service requests, or change requests and communicate directly with the assigned support agent.

To access the Support & Tickets menu, click the user icon and navigate to Account Centre > Account.

Creating a Support Ticket

To create a support ticket, follow these steps:

1. Click the Support & Tickets menu. The following screen appears:
2. Click the Create a Ticket button. The following screen appears:
3. Provide the following details:
   • Type: This is a high-level classification in terms of Account, Billing, Technical, or another issue.
   • Category: Select the appropriate category (For example: Accounts, Antivirus, Apache SQL Injection Attack, Backup) based on the ticket type.
   • Ticket Sub Category: Select the appropriate subcategory according to the selected category.
   • Priority: You can choose a priority level for your ticket: Very Low, Low, Normal, High, or Critical.
   • Subject: Based on the type provide a relevant subject to your ticket that pinpoint exactly which item you’re having an issue with.
   • Details: You should provide as much information as possible for Apiculus’s support agents to be able to diagnose your issue better.
   • Attachments: Optionally, you can also attach a .png, .jpg, or .pdf file as an attachment.
4. Click the Create Support Ticket button.

After successfully creating the ticket, you get a notification email and a separate email containing the ticket details on your registered email id. You can use the ticket information to track the request and communicate with the support agent(s).

Communicating with an Agent

To communicate with an agent, follow these steps:

1. Click Ticket Number (highlighted in red). The following screen appears:
2. Enter your message in the textbox. You can also upload attachments along with your message.
3. Click Send.

You can also reply directly to the email containing the ticket information or the latest response from the support agent.

Ticket Classifiers

The following table is a quick reference on ticket classifiers:

Type	Sub-type	Item
Billing	Transactions	List of transactions to choose from
	Invoices	List of invoices to choose from
	Statements	List of statements to choose from
	Other	-
Technical	Virtual Machines	List of VMs to choose from
	Virtual Private Clouds	List of VPCs to choose from
	Disks	List of root and addon volumes to choose from
	Other	-
Account	Active Subscriptions	List of active subscriptions to choose from
	Inactive Subscriptions	List of inactive subscriptions to choose from
	Users	List of child users to choose from
	Other	-
Other	-	-