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How-to Guide: support portal and ticketing system

  • Updated
Applies to:
  • Support self-service portal

Overview

We use a ticketing system to track and process all incoming requests from Virtuozzo customers. We can help the following issues - by selecting the right category when you raise a ticket, you will help us direct your inquiry to the right support engineers: 

  • 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 products.
  • Security issue
    Please use this category if you believe you have identified any security breach related to a product. You can also use this option if you have particular questions about new or existing CVEs.
  • How-to question
    Choose this option if you don't know how to accomplish a certain task with our products – but please search our product documentation first: you will probably 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 will 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
    - administration activities (system/server/network/storage equipment configuration, etc.)
    - disaster recovery due to customer oversight
    - backups management
    - migration activities
    - disaster recovery
    - custom environment setups.

    Advanced Troubleshooting and Configurations:
    - performance tuning
    - hardware issues 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 appropriate task will be scheduled based on your needs, 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 will be managed 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. Additionally, Professional Services are billed separately and are not covered under the support SLA.

  • License issue
    Choose this option if you have any questions or issues with 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 or concerns to Virtuozzo Billing Department regarding billing statements, costs, payment processing, documentation, or related financial matters. 
  • Escalate to support management
    Hopefully, you will never need this, but select this option if you would like to escalate your ticket to support management. Usually you may want to do it if:
      • You believe a case is not being processed fast enough
      • You have complaints about how a case is being handled
      • You have 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, including maintenance activity updates and general information requests that are not related to "How-to" questions. Select this option to notify support with general information or clarifications. There is no SLA or customer satisfaction rating associated with this issue type.

    Please 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 issue 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:

 

Use your email associated with Virtuozzo account:

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

Note: only licensed Virtuozzo customers 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:

 

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

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

 

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 product (sign in to access all available search articles).

If you haven't been successful in locating an article addressing the issue, please feel free to proceed with submitting a ticket.

 

Technical issue

Once clicked on "Submit a request" you will see following set fields to fill:

Common fields for all products/services

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
Product or service type

Important:

Choose On-premise if reported Virtuozzo product is deployed on your infrastructure (including products deployed on Hyper-scalers, e.g. Vultr, Digital Ocean, Google Cloud, etc.)

or

Choose Virtuozzo Hybrid Cloud if a service is offered through Virtuozzo Hybrid Cloud solutions
Product 

Tell us which On-premise product you would like to get support for
Virtuozzo Hybrid Cloud Service
 Tell us which Virtuozzo Hybrid Cloud service you would like to get support for
Attachments Use this field to upload screenshots and other information that might help with our investigation
Agree to the Privacy Policy Tick box if you agree with Virtuozzo Privacy Policy

 

For On-premise Hybrid Server, Hybrid Infrastructure, Power Panel, Automator, Storage

Field name Description
Product or service type

Important:

Choose On-premise if reported Virtuozzo product is deployed on your infrastructure (including products deployed on Hyper-scalers, e.g. Vultr, Digital Ocean, Google Cloud, etc.)
Product 

Tell us which On-premise product you would like to get support for
Product version Specify relevant product 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 Application Platform products

Field name Description
Product or service type

Important:

Choose On-premise if reported Virtuozzo product is deployed on your infrastructure (including products deployed on Hyper-scalers, e.g. Vultr, Digital Ocean, Google Cloud, etc.)
Product Tell us which On-premise product you would like to get support for
Customer's UID If the issue occurs for specific customer of yours, please, provide UID
Platform version Specify relevant Application Platform version you are using
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 Hybrid Cloud services

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
Product or service type

Important:

Choose Virtuozzo Hybrid Cloud if a service is offered through Virtuozzo Hybrid Cloud solutions as a managed service on Virtuozzo resources
Virtuozzo Hybrid Cloud Service Tell us which Virtuozzo Hybrid Cloud service 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 Hybrid Cloud IaaS and IaaS Kubernetes Cluster services 

 

For all products

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

And click "Submit" button at the bottom:

mceclip2.png

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

 

Request new support self-service portal user

If you would like to grant your colleague an access to Virtuozzo support self-service portal, just create a new ticket and select Request new support portal user request type. One of our representatives gladly do it for you.

Fields description

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
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.
Attachments Use this field to upload screenshots and other information that might help with our investigation

 

Escalate to support management

This option will be useful if you would like to attract even more attention to the issue you are experiencing. For example, if you think submitted ticket is not solved for a long time or would like to share your concerns with Virtuozzo support management team. For more details see fields description below.

A step-by-step guide on how to escalate ticket to support management is available via the link.

Fields description

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 - support representative responses do not contain any helpful information
  • Increased business impact - the issue started to affect increased part of infrastructure/customers.
Product or service type

Important:

Choose On-premise if reported Virtuozzo product is deployed on your infrastructure (including products deployed on Hyper-scalers, e.g. Vultr, Digital Ocean, Google Cloud, etc.)

or

Choose Virtuozzo Hybrid Cloud if a service is offered through Virtuozzo Hybrid Cloud solutions
Product

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
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.
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.

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

 

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)

all_requests.png

By clicking on the subject of a particular ticket you can see the communication dialog with our support engineers. On the right-hand panel, you can see a short description of all filled fields, including ticket Status and Priority.

06-ticket-content.png

Note: you can also reply to emails that arrive from Virtuozzo support representatives and your responses will be attached to tickets automatically.

 

Feedback rating

Once your ticket has been marked as solved, you'll receive a feedback prompt to rate your support experience. We value your feedback, so please take a moment to let us know about your experience by selecting one of the two suggested options and leaving a comment (optional). Your feedback helps us improve our services and better meet your needs. Thank you for your input!

Submit credentials

If it is required to access your environment remotely for advanced troubleshooting you might need to provide details for remote access. To do so navigate to the ticket and find "secure form" button as shown below:

secure_form.png

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

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