- Intro
- Support Communication Language
- Virtuozzo product unification update
- Ticket submission flow
- Request types
- How to log into the self-service support portal
- Submitting support ticket
- Communicating with Virtuozzo technical support
- Feedback rating
- Submit credentials
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 Virtuozzo System 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:
- Select the Request type (see detailed description below)
- 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.
- Select the Virtuozzo system or Cloud service
- Provide the required technical and environment details (see detailed description below)
- 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.
-
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.
-
If you are a verified Virtuozzo customer, have a valid contract
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
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.
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
|
| System or service type |
Important:
|
| 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. |
| 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
For On-premise Virtuozzo Server, Infrastructure, Storage
| 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.
|
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
For On-premise Virtuozzo Application Management
| 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 LastPass autologin.
View field descriptions
For On-premise Virtuozzo OnApp
| 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 LastPass autologin | Required field |
For Virtuozzo Cloud services
Includes service selection, deployment region, and request details specific to managed Virtuozzo Cloud solutions.
View field descriptions
For Virtuozzo 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
|
| 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 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 Cloud IaaS and IaaS Kubernetes Cluster services
Complete the submission
Once all fields are filled, tick box if you agree with Virtuozzo Policy:
And click "Submit" button at the bottom:
After submitting Virtuozzo Support Team will process your request according to the priority and SLA.
Manage support self-service portal user access
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 will gladly assist you.
You may also use this request type to ask us to remove or update access for an existing support portal user. In this case, specify the user name, email address, and the requested access change in the ticket description.
Fields description for "Request new support portal user" request type
Request new support self-service portal user
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. 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.
|
| 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
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:
|
| System or service type |
Important:
|
| 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.
|
| 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)
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
|
|
|
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.
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:
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)
For more information on credentials submission form, see the article - How to submit credentials to support?