> For clean Markdown of any page, append .md to the page URL. > For a complete documentation index, see https://docs.ibee.co.in/docs/llms.txt. > For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.ibee.co.in/docs/_mcp/server. # Create a Support Request > Submit a Technical Support request from the IBEE Solutions portal. Pick a product and resource, describe your issue, set priority, attach screenshots, and track the request through resolution. 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 | Category | What happens when you click it | | ------------------------ | ---------------------------------------------------------------------------------------------------------------------------------------------------- | | **Organization Support** | Opens **Organization Details**, where you manage your organization's settings. | | **Billing Support** | Opens the billing pages — payment methods, credits, and invoices. | | **Technical Support** | Opens 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. ### 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."* ### 2. Select a product Click the **Product** dropdown and pick the affected service. Each option shows a one-line description. | Product | Description | | ------------------ | --------------------------------------------------- | | **Object Storage** | S3-Compatible Object Storage | | **Cloud VMs** | Scalable Virtual Machines | | **GPU VMs** | High-Performance GPU Virtual Machines | | **Baremetal** | Dedicated Baremetal Servers | | **Load Balancer** | Load Balancer as a Service | | **Firewall** | Firewall as a Service | | **Database** | Database as a Service | | **Block Storage** | High-Performance Block Storage Volumes | | **Others** | General enquiries, billing, account & anything else | ### 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: | Display | Example | | ---------------- | ---------------------------------------------- | | Name | `web-prod-01` | | Specs · Location | `8 vCPU · 32 GB · India - Mumbai` | | Status | Running (green) / Stopped (grey) / Error (red) | A search field at the top filters the list. ### 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. ### 5. Fill in the issue details Each issue type renders its own structured fields. Examples: **VM Not Reachable (SSH / RDP)** | Field | Type | | -------------------------------------- | ----------------------------- | | Which IP is affected? | Public IP / Private IP / Both | | Access Method | SSH / RDP / Console / VNC | | When did it start? | Date & time | | Any firewall / security group changes? | Yes / No | | Attach error / log output | Text area | **Resize / Upgrade Request** | Field | Type | | ------------------------------- | ------------------------------------- | | Upgrade Type \* | Multi-select: vCPU, RAM, Disk Size | | Downtime allowed? \* | Yes / No | | Preferred Maintenance Window \* | ASAP / Schedule specific time / Other | ### 6. Set priority and details Every request also shares these fields: | Field | Description | | ---------------------------- | -------------------------------------------------------------------------------------------------------------------- | | **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) | ### 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: | Field | Example | | ---------- | ----------------------------------------------------------------------------------- | | Title | `Server Not Reachable` | | Ticket # | `#07248819` | | Created by | The member who opened the request | | Resource | `in-vga-pi-r02-srv01` | | Age | `28d ago` | | Priority | `Low` / `Medium` / `High` / `Urgent` | | Status | `Created` / `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: | Field | Example | | --------------------------- | ----------------------- | | Which IP is not reachable? | `Ipmi` | | Issue Type | `Ssh Fails` | | When did it start? | `Mar 6, 2026, 10:12 AM` | | Business Impact | `Partial 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. | Field | Description | | ----------- | -------------------------------------------------------- | | Message | Free-text — *"Type your reply…"* | | Attachments | Click 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. ## Related pages * [Support overview](/docs/support) * [Contact support](/docs/support/contact-support)