Open a Support Ticket¶
As a WSO2 Cloud customer, you can open a support ticket when you need help with any issue you come across. Any member who has access to a particular organization can sign in to WSO2 API Cloud and go to the support page to raise a support ticket for the specific organization.
Depending on the nature of your issue, you can either create the ticket as an incident or create it as a query. The following table describes the purpose of each issue type in detail:
| Ticket Type | Description | |
|---|---|---|
| Incident | To get expert assistance on an issue that needs immediate attention because it affects a production system, a system being prepared for production, or a pre-production system used for shared development, testing, or staging. | |
| Query | To get help on general questions about WSO2 API Cloud.
Note The SLA for responding to a query is one business day, but in most cases queries are responded to within hours. | |
When you raise a support ticket via the API Cloud support page it would simultaneously create an internal ticket in our support system so that our team can take a look at the issue and get in touch with you immediately depending on the severity of the issue.
Note
We recommend that you always raise a support ticket via the WSO2 API Cloud support page for any issue you need assistance with
For more details on WSO2 API Cloud SLA terms, see WSO2 API Cloud SLA and Support.
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