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Support

Create a Support Request

Open the Support Center by clicking Support in the portal’s top bar (or go to portal.ibee.ai/organizations/{orgId}/support). Open Technical Support, fill in the form, and submit. Every request you open shows up under My Requests for tracking and replies.

Categories

CategoryWhat happens when you click it
Organization SupportOpens Organization Details, where you manage your organization’s settings.
Billing SupportOpens the billing pages — payment methods, credits, and invoices.
Technical SupportOpens the request form below. Use it for every request to the support team, including billing and account questions (choose the Others product).

Create a Technical Support request

The Technical Support form is dynamic — fields appear based on the Product and Issue Type you choose.

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1. Open Technical Support

In the Support Center, click Technical Support. The form lives at portal.ibee.ai/organizations/{orgId}/support/technical with the heading “Select a product to get started with your support request.”

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2. Select a product

Click the Product dropdown and pick the affected service. Each option shows a one-line description.

ProductDescription
Object StorageS3-Compatible Object Storage
Cloud VMsScalable Virtual Machines
GPU VMsHigh-Performance GPU Virtual Machines
BaremetalDedicated Baremetal Servers
Load BalancerLoad Balancer as a Service
FirewallFirewall as a Service
DatabaseDatabase as a Service
Block StorageHigh-Performance Block Storage Volumes
OthersGeneral enquiries, billing, account & anything else
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3. Select a resource

After choosing a product, a second dropdown appears for the specific resource (e.g. Cloud VM). The list shows each resource with its specs, location, and status:

DisplayExample
Nameweb-prod-01
Specs · Location8 vCPU · 32 GB · India - Mumbai
StatusRunning (green) / Stopped (grey) / Error (red)

A search field at the top filters the list.

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4. Select an issue type

The Issue Type dropdown shows a searchable list scoped to the chosen product. For Cloud VMs:

  • Provisioning Failed / Instance Not Created
  • VM Not Reachable (SSH / RDP)
  • Performance Low / High CPU Usage
  • Unexpected Reboot / Crash
  • Resize / Upgrade Request

Additional fields appear under the dropdown based on which issue type you pick.

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5. Fill in the issue details

Each issue type renders its own structured fields. Examples:

VM Not Reachable (SSH / RDP)

FieldType
Which IP is affected?Public IP / Private IP / Both
Access MethodSSH / RDP / Console / VNC
When did it start?Date & time
Any firewall / security group changes?Yes / No
Attach error / log outputText area

Resize / Upgrade Request

FieldType
Upgrade Type *Multi-select: vCPU, RAM, Disk Size
Downtime allowed? *Yes / No
Preferred Maintenance Window *ASAP / Schedule specific time / Other
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6. Set priority and details

Every request also shares these fields:

FieldDescription
Region / Site (optional)The site your issue is in. Leave it empty if you’re not sure — it’s filled in from the resource when you picked one.
Priority *Low / Medium (default) / High / Urgent
Additional Details *Free-text, at least 20 characters — “Describe the issue or request in detail…”
Attachments (optional)Upload screenshots or images — PNG, JPG, JPEG, GIF, WebP (Max 10 MB each)
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7. Submit

Click Submit Request. The request is created and appears under My Requests.

Track your requests

Click My Requests in the Support Center, or open portal.ibee.ai/organizations/{orgId}/support/request/all. The Support Requests page lists your organization’s requests with a Search requests… field and filters for Status, Priority, and time range.

Each row shows:

FieldExample
TitleServer Not Reachable
Ticket ##07248819
Created byThe member who opened the request
Resourcein-vga-pi-r02-srv01
Age28d ago
PriorityLow / Medium / High / Urgent
StatusCreated / Assigned / In Progress / Waiting for User / Resolved / Closed

Click a row to open the full request detail.

Request detail view

The detail panel shows the full message thread plus an Issue Details card with the structured fields you filled in at submission time. For a “Server Not Reachable” request:

FieldExample
Which IP is not reachable?Ipmi
Issue TypeSsh Fails
When did it start?Mar 6, 2026, 10:12 AM
Business ImpactPartial Service
Is IPMI / iDRAC accessible?No
Any recent changes made?None

The header shows the title, who created the request, its age, ticket number, status badge, and priority badge.

Reply to a request

Click Reply at the bottom-right of the detail panel to open the Writing a Reply composer.

FieldDescription
MessageFree-text — “Type your reply…”
AttachmentsClick to upload images — PNG, JPG, GIF, WebP — Max 10 MB

Click Send Reply to post. Cancel discards the draft.

Reopen a resolved or closed request

You can’t reply to a request that is Resolved or Closed. Open it and click Reopen ticket to continue the conversation. If the request was closed too long ago, the portal says it can’t be reopened — click Create a new support ticket instead.

Tips for faster resolution

  • Pick the right product and resource — the support team uses these to scope their investigation.
  • Set Priority honestly — Urgent is for downtime; over-using it slows everyone down.
  • Attach logs and screenshots — paste error output into Additional Details and attach screenshots showing the symptom.
  • Mention what changed recently — recent deploys, network changes, or scaling events often correlate with the issue.