Overview
We use a ticketing system to track and process all incoming requests from of Virtuozzo customers who have a valid support license. We can help the following issues - by selecting the right category when you raise a ticket, you will help us direct your enquiry to the right support engineers:
- Technical issues with product
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 issues with product
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 questions
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. - License issues
Choose this option if you have any questions or issues with product licensing. - Request new portal user
If you would like to request self-service portal access for your colleague who doesn't have it yet, select this option. - Escalate the support ticket
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
-
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 users with valid contracts and support licenses can access the support portal.
- If you have a valid contract and license and still cannot access the support portal, please contact us by email: support-portal-issues@virtuozzo.com
- If you don’t have a valid contract, please contact our sales team: info@virtuozzo.com
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
Technical issues with product
Once clicked on "Submit a request" you will see following set fields to fill:
For Virtuozzo Hybrid Server, Virtuozzo Hybrid Infrastructure, Virtuozzo PowerPanel, Virtuozzo Automator, Virtuozzo Storage
| 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 |
Tell us which 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.
|
| Attachments | Use this field to upload screenshots and other information that might help with our investigation |
For Virtuozzo Application Platform product
| 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 | Tell us which product you would like to get 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 |
| Attachments | Use this field to upload screenshots and other information that might help with our investigation |
For all products
Once all fields are filled, tick box if you agree with Virtuozzo Policy:
And click "Submit" button at the bottom:
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 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:
|
| 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 the support ticket
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.
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:
|
| 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:
By clicking on the subject of a particular ticket you can see the communication dialog with our support engineers.
Note: you can also reply to emails that arrive from Virtuozzo support representatives and your responses will be attached to tickets automatically.
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:
For more information on credentials submission form, see the article - How to submit credentials to support?
If you are very new to Virtuozzo support, for your convenience we have prepared "Virtuozzo Support Welcome Guide" which you can download using link below.