Skip to main content

How-to Guide: support portal and ticketing system

  • Updated
Applies to:
  • Support self-service portal

Contents

Intro

This guide explains how to submit and manage support requests via the Virtuozzo Support Portal, including request types, ticket submission steps, and communication with the Virtuozzo Support Team.

Support communication language

Virtuozzo support services are provided in English.
For accurate and efficient assistance, we kindly ask partners to communicate with the Support Team in English.

Virtuozzo product unification update

Virtuozzo has unified its technologies under a single product name - Virtuozzo. We will no longer position separate standalone products. Instead, the consolidated product will include the following systems:

New name Previously known as Label in support portal dropdown
Virtuozzo Infrastructure Virtuozzo Hybrid Infrastructure (VHI) Infrastructure
Virtuozzo Storage Virtuozzo Storage (VS) Storage
Virtuozzo Application Management Virtuozzo Application Platform / Jelastic (VAP) Application Management
Virtuozzo Server Virtuozzo Hybrid Server (VHS) Server

Additional renaming will be applied to:

New name Previously known as Label in support portal dropdown
Virtuozzo Cloud Virtuozzo Hybrid Cloud (VHC) Virtuozzo Cloud
Virtuozzo OnApp OnApp Cloud OnApp
Virtuozzo Cloud Management Cloud Management Platform (CMP) Cloud Management (Panel)

To keep this guide clear and concise, only the new names are used throughout the rest of the document.

For more details on why Virtuozzo unified its products, the benefits of this change, and planned future enhancements, please refer to the official announcement or the FAQ page covering common questions about the unification.

Ticket submission flow

When submitting a support request, the ticket form is displayed dynamically based on your selections. In general, the process follows these steps:

  1. Select the Request type (see detailed description below)
  2. Choose value for System or service field:
    • On-premise - for requests related to a Virtuozzo system deployed on your infrastructure (self-managed), including data centers or virtual machines on public cloud providers (e.g., Vultr, DigitalOcean, Google Cloud)
    • Virtuozzo Cloud services - for requests related to a fully managed service operated by Virtuozzo, where you do not control the underlying infrastructure.
  3. Select the Virtuozzo system or Cloud service
  4. Provide the required technical and environment details (see detailed description below)
  5. Submit the request for processing by the Virtuozzo Support Team

Depending on your selections, additional fields specific to the selected system or service will appear.

Request types

We use a ticketing system to track and process all incoming requests from Virtuozzo customers. To help us direct your request to the right support engineers, please select the most appropriate request type from the options below:

  • Technical issue
    The option you'll probably use the most often. Use this to submit tickets about any technical or configuration issues you experience when using our product.
  • Security issue
    Please use this category if you believe you have identified a security issue related to a product. You can also use this option if you have questions about new or existing CVEs.
  • How-to question
    Choose this option if you need guidance on how to accomplish a specific task with our product. Please search our product documentation first: you will likely find the answer quickly.
  • Feature request
    Choose this category to request new product features. All feature requests are considered, and we use this input to help determine our product roadmaps.

  • Professional Service
    Professional Service requests involve tasks that exceed our regular support offerings and operations activities, including complex installations, upgrades, custom configurations, and advanced troubleshooting. These services are outside the support scope and may incur additional charges based on the task's complexity, time, and urgency.

    Some typical out-of-scope activities include:

    Operations activities:

    • adding a region or hardware node to a cluster
    • upgrading host Virtuozzo software
    • comprehensive system installations
    • system administration activities (system/server/network/storage configuration, etc.)
    • disaster recovery (planned or unplanned)
    • backup management
    • migration activities
    • custom environment setups

    Advanced troubleshooting and configurations:

    • performance tuning
    • hardware issue analysis
    • custom configurations

    When submitting "Professional Service" request type, please include specifics about the required service.

    Upon submission, the Professional Services team will review your request. Once confirmed, the task will be scheduled based on your requirements, urgency, and the availability of our Professional Services engineers. Our experienced engineers are available for assistance on a paid basis unless otherwise agreed upon. Pricing discussions are handled by your regional Account Manager or assigned Technical Account Manager, if provided under the terms of the contract.

    Please note that urgent requests may incur higher costs for prioritization. Professional Services are billed separately and are not covered under the support SLA.

  • License issue
    Choose this option if you have questions or issues related to product licensing.
  • Request new support portal user
    Use this type to create an account for your colleague and adjust permissions.
  • Billing / usage issue
    Choose this option if you have inquiries for the Virtuozzo Billing Department regarding billing statements, costs, payment processing, or related financial matters.
  • Escalate to support management
    Hopefully, you will not need this option, but you can use it to escalate your case to support management. This may be appropriate if:
    • You believe a case is not being processed fast enough
    • You experience delays in communication or responses
    • You have concerns about how your case is being handled
    • The impact of the issue has increased and is affecting a larger part of your infrastructure or customers
    • You would like to provide feedback on support quality or processes
  • Support portal issue
    If there is an issue directly related to the support portal itself - use this issue type to report the problem.

  • Informational inquiry
    This request type covers non-technical inquiries, such as maintenance notifications or general information that is not related to "How-to" questions.

    Select this option to share information or request clarification. There is no SLA or customer satisfaction rating associated with this issue type.

📝 Note: If the nature of your request changes and requires technical support or a different type of assistance, it may be reclassified to a more appropriate request type by the support team to ensure a timely and accurate resolution.
  • Feedback
    The "Feedback" request type in the support portal allows customers to share comments and suggestions regarding their experience with Virtuozzo. This request type is informational only and does not have an associated SLA or priority level, as it's intended solely for collecting feedback to help us enhance our services.

How to log into the self-service support portal

To review your support cases and submit a support ticket you must first sign in to the support portal. If this is the first time you are logging to the portal, you have to reset password:

Password reset link on the support portal sign-in form

Use your email associated with Virtuozzo account:

Password reset form with the email address field

Once password reset link is received set the new password and login to the system.

📝 Note: Only Virtuozzo Partners with an active subscription can access the support portal.

To sign in to support portal:

  1. Visit https://support.virtuozzo.com/ and click the "Sign in" button in upper right corner:

    Sign in button in the upper right corner of the support portal

  2. Enter your credentials and click on "Sign in":

    Support portal sign-in form with email and password fields

  3. Once logged in you will be able to see "Submit request" button in upper right corner:

    Submit a request button in the upper right corner after signing in

Submitting support ticket

📝 Note: We recommend checking the Virtuozzo knowledge base documentation for similar issues before creating a new ticket. You can use the Search field or scroll down to the appropriate Article section and check guides for the appropriate system (sign in to access all available search articles).
You can also search your existing requests in My requests, Requests I'm CC'd on, or Organization requests (if available for your account) to check whether a similar issue has already been reported.
Search field and My requests filters in the support portal
If you haven't been successful in locating an article addressing the issue, please feel free to proceed with submitting a ticket.

After logging in and clicking "Submit a request," you'll see a submission form with fields that vary depending on the request type and the system or service.

Common fields in the ticket submission form

These fields are common for all request types unless stated otherwise.

Field name Description
Request type Type of request you would like to submit to Virtuozzo support (these options are explained above)
Priority How important you believe this issue is – please see our priority definitions for guidance
Subject A brief description of your request. While entering the subject, the portal may also suggest relevant Knowledge Base articles.
Description A detailed description of your request. Please describe the issue in text and use attachments for screenshots, logs, and other supporting materials instead of embedding images into the description.
CC

You can use this field to add emails of your colleagues and other interested parties, to the email ticket correspondence.
Important:

  • Non-registered users added as CCs will not be copied on the ticket and will not receive email notifications.
  • If a CC email address is not associated with an existing organization in the Support portal, the CC will be ignored and not added to the ticket.
System or service type

Important:

  • On-premise - choose for requests related to a Virtuozzo system deployed on your infrastructure (self-managed), including data centers or virtual machines on public cloud providers (e.g., Vultr, DigitalOcean, Google Cloud)
  • Choose Virtuozzo Cloud if a service is offered through Virtuozzo Cloud solutions
Virtuozzo System Select the on-premise Virtuozzo system you need support for
Virtuozzo Cloud Service Select the Virtuozzo Cloud service you would like to get support for
Attachments

Use this field to upload screenshots, logs, and other files that might help with our investigation. Using attachments instead of embedded images makes the information easier to review.
Important:

  • Each uploaded file should be below 50 MB. If the file is larger, compress it, split it into smaller parts, or provide a secure external download link that is accessible to Virtuozzo Support.
  • For large logs or diagnostic archives, uploading files through the Support portal is preferred over sending them by email. If an upload takes too long or the connection is interrupted, the attachment may fail to upload. In such cases, try uploading the file again, compress it, split it into smaller parts, or provide a secure external download link.
Agree to the Privacy Policy Tick box if you agree with Virtuozzo Privacy Policy

Submitting a technical issue

The sections below describe the fields for the Technical issue request type, including additional fields that depend on the selected system or service. Please expand only the section relevant to your environment. Other request types have fewer fields or simpler requirements and are described later in this guide.

For On-premise Virtuozzo Server, Infrastructure, Storage

Includes fields such as system version, problem report ID, and Linux kernel version.

View field descriptions
Field name Description
System or service type Important:
On-premise - choose for requests related to a Virtuozzo system deployed on your infrastructure (self-managed), including data centers or virtual machines on public cloud providers (e.g., Vultr, DigitalOcean, Google Cloud)
Virtuozzo System Select the on-premise Virtuozzo system you need support for
Virtuozzo System version Specify relevant system version you are using
Problem report ID

For technical problems, please collect a problem report immediately after the problem arises. Follow these instructions to get your problem report ID, and paste it in this field.

Linux kernel version

Tell us the Linux kernel version of the affected system in following format: x.y.z-aa.

  • x - major kernel version
  • y - major revision version
  • z - minor revision version
  • aa - patch number

For On-premise Virtuozzo Application Management

Includes customer-specific context, steps performed during investigation, and the expected outcome from the support team.

View field descriptions
Field name Description
System or service type Important:
On-premise - choose for requests related to a Virtuozzo system deployed on your infrastructure (self-managed), including data centers or virtual machines on public cloud providers (e.g., Vultr, DigitalOcean, Google Cloud)
Virtuozzo System Select the on-premise Virtuozzo system you need support for
Customer's UID If the issue occurs for specific customer of yours, please, provide UID
Steps performed by your team Steps you have performed on your side to investigate/fix the issue and steps that can be performed to reproduce it on the Support side.
Expected result The outcome you would like to get from support team

For Virtuozzo Cloud Management (Panel)

Includes customer-specific details, troubleshooting steps, and the expected result for panel-related operations and issues.

View field descriptions
Field name Description
System or service type Important:
On-premise - choose for requests related to a Virtuozzo system deployed on your infrastructure (self-managed), including data centers or virtual machines on public cloud providers (e.g., Vultr, DigitalOcean, Google Cloud)
Virtuozzo System Select the on-premise Virtuozzo system you need support for
Customer's UID If the issue occurs for specific customer of yours, please, provide UID
Steps performed by your team Steps you have performed on your side to investigate/fix the issue and steps that can be performed to reproduce it on the Support side.
Expected result The outcome you would like to get from support team

For On-premise Virtuozzo OnApp

Includes OnApp-specific details such as version information and secure access via 1Pass autologin.

View field descriptions
Field name Description
System or service type Important:
On-premise - choose for requests related to a Virtuozzo system deployed on your infrastructure (self-managed), including data centers or virtual machines on public cloud providers (e.g., Vultr, DigitalOcean, Google Cloud)
Virtuozzo System Select the on-premise OnApp
OnApp Version Specify relevant OnApp version you are using. You can check it at https://{your_onapp_cloud_address}/version.
URL 1Pass autologin Required field

For Virtuozzo Cloud services

Includes service selection, deployment region, and request details specific to managed Virtuozzo Cloud solutions.

View field descriptions
Field name Description
Request type Type of request you would like to submit to Virtuozzo support (these options are explained above)
Priority How important you believe this issue is – please see our priority definitions for guidance
Subject A brief description of your request
Description A detailed description of your request
CC

You can use this field to add emails of your colleagues and other interested parties, to the email ticket correspondence. However, if you a partner, please do not add emails of your direct customers to avoid miscommunication.
Important:

  • Non-registered users added as CCs will not be copied on the ticket and will not receive email notifications.
  • If a CC email address is not associated with an existing organization in the Support portal, the CC will be ignored and not added to the ticket.
System or service type Important:
Choose Virtuozzo Cloud if a service is offered through Virtuozzo Cloud solutions as a managed service on Virtuozzo resources
Virtuozzo Cloud Service Select the Virtuozzo Cloudservice you would like to get support for
VHC region* Specify the region where a reported service is deployed
Attachments Use this field to upload screenshots and other information that might help with our investigation

* For Cloud IaaS and IaaS Kubernetes Cluster services.

Complete the submission

Once all fields are filled, tick box if you agree with Virtuozzo Policy:

Privacy Policy agreement checkbox on the request form

And click "Submit" button at the bottom:

Submit button at the bottom of the request form

After submitting Virtuozzo Support Team will process your request according to the priority and SLA.

Manage support self-service portal user access

Only Virtuozzo Partners with an active subscription are eligible for Support Portal access.

If you already have access to the Support Portal and would like to request access for another user within your organization, simply create a new ticket and select the Request new support portal user request type. Enter the new user's name, email address, and required access level. One of our representatives will gladly assist you.

If you already have a Support Portal account but have trouble signing in or resetting your password, please refer to How to log into the self-service support portal.

If you do not have access to the Support Portal, please ask an existing Support Portal user from your organization to submit a request for your access. If this is not possible, you can contact us at support-portal-issues@virtuozzo.com. Your request will require confirmation from an existing Support Portal user within your organization or your Virtuozzo Account Manager before access can be granted.

📝 Note: Having an email address with your organization's domain does not, by itself, constitute authorization to create a Support Portal account.

You may also use the Request new support portal user request type to request changes to or removal of an existing user's access. Specify the user's name, email address, and the requested change in the ticket description.

Fields description for "Request new support portal user" request type
Field name Description
New user name Specify first and last name of a user you would like to request access for
New user email Specify email of a user you would like to request access for
Access level

Specify new user ticket visibility setting. There are two options available:

  • Can view and edit own tickets only
  • Can view tickets from user's org
Note: Actual ticket visibility may also depend on the organization's existing Zendesk access settings.
Priority How important you believe this issue is – please see our priority definitions for guidance
Subject A brief description of your request
Description A detailed description of your request. For existing support portal user access updates or removal requests, specify the affected user's name, email address, and requested change.
CC

You can use this field to add emails of your colleagues and other interested parties, to the email ticket correspondence.
Important:

  • Non-registered users added as CCs will not be copied on the ticket and will not receive email notifications.
  • If a CC email address is not associated with an existing organization in the Support portal, the CC will be ignored and not added to the ticket.
Attachments Use this field to upload screenshots and other information that might help with our investigation

Escalate to support management

This option can be used if you would like to attract additional attention to the issue you are experiencing. For example, if you believe that your ticket has not been resolved for a long time or if you would like to share your concerns with the Virtuozzo Support Management team.

See the step-by-step guide: How to escalate a ticket to Support Management.

Fields description for "Escalate to support management" request type
Field name Description
Escalation reason

Select reason why you would like to attract more attention to your ticket. There are four options available:

  • Lack of progress - The issue exists for more than a week and there is still no solution or workaround to it
  • Lack of responsiveness - The support engineer is not responding in a timely manner, and it takes too long to get a proper response
  • Lack of product expertise - The responses received so far do not sufficiently address your issue or provide helpful guidance.
  • Increased business impact - The issue started to affect increased part of infrastructure/customers.
System or service type

Important:

  • On-premise - choose for requests related to a Virtuozzo system deployed on your infrastructure (self-managed), including data centers or virtual machines on public cloud providers (e.g., Vultr, DigitalOcean, Google Cloud)
  • Choose Virtuozzo Cloud if a service is offered through Virtuozzo Cloud solutions
Virtuozzo System Select the on-premise Virtuozzo system you need support for
Priority How important you believe this issue is – please see our priority definitions for guidance
Subject A brief description of your request
Ticket ID to escalate Please, specify ticket ID you would like to get more attention on
Description A detailed description of your request
CC

You can use this field to add emails of your colleagues and other interested parties, to the email ticket correspondence.
Important:

  • Non-registered users added as CCs will not be copied on the ticket and will not receive email notifications.
  • If a CC email address is not associated with an existing organization in the Support portal, the CC will be ignored and not added to the ticket.
Attachments Use this field to upload screenshots and other information that might help with our investigation

Communicating with Virtuozzo technical support

As soon as you have submitted your request you can start communicating with a support representative.

📝 Note: You can also reply to emails received from Virtuozzo support representatives, and your responses will be automatically attached to the corresponding tickets.

To access list of your submitted requests go to the "Request" section in the support portal:

Requests section in the support portal navigation

On the requests page you can navigate through all your cases and respond, provide updates or review the case history. If needed, you can filter requests by status (or select Any to view all of them):

  • Open – the ticket is currently being processed by Virtuozzo Support Team
  • Awaiting your reply – Virtuozzo Support Team is waiting for confirmation, actions, or other information from your side to continue processing the ticket
  • Solved – the ticket has been marked as solved (you can reopen it if the initial issue was not resolved)
Requests list with the status filter

By clicking on the subject of a particular ticket you can see the communication dialog with our support engineers (see the example below inside the expand block).

The right-hand panel provides a summary of all submitted fields, including the ticket Status, Priority, Support Plan, Ticket count, Ticket limit, and Included in Ticket count.

For more information about support plan and ticket usage fields, see:

Example of a ticket in the Support Portal
Ticket view header in the support portal
Ticket conversation with support engineers
Ticket details panel showing status and priority
Ticket details panel showing support plan and ticket count

From the ticket view, you can reply with additional details, ask follow-up questions, or provide updates. When you submit a new reply, the ticket status is updated accordingly and, if needed, returned to Open for further processing by the Virtuozzo Support Team. If the issue has been resolved, you can mark the ticket as Solved.

Submit credentials

If remote access to your environment is required for advanced troubleshooting, you may need to provide secure access details. To do so, open the ticket and locate the secure form button (see example below):

Example of the Secure form button (expand to view)
Secure form button in the ticket view

For more information on credentials submission form, see the article - How to submit credentials to support?

Feedback rating

Once your ticket is marked as solved, you will receive a prompt to rate your support experience. Please select one of the available options and optionally leave a comment.

We value your feedback, as it helps us improve our services and better meet your needs.

Example of the feedback request received after ticket resolution:

Feedback rating request received after a ticket is solved
Was this article helpful?
2 out of 3 found this helpful
Return to top

Related articles