Tickets For Support
This guide explains how to request help from the Cloudaware team effectively and include all necessary context.
Where to File a Ticket
- Cloudaware Service Desk Portal or email
support@cloudaware.com(as defined in your contract/SOW). - For urgent incidents, use the designated high-severity channel, e.g., Slack, if provided.
Ticket Types
When creating a ticket:
- Choose Report an issue if something is broken.
- Choose Service request if you need something provided, improved, or changed.
- Choose New Feature Request if you want new functionality or an enhancement.
What to Include
- Impact/severity (users/services affected) and business priority.
- Steps to reproduce, expected vs. actual results, and relevant timestamps/time zone.
- Affected objects (accounts/subscriptions/projects, regions, CI classes), screenshots/log excerpts.
- Recent changes (deployments, policy updates, account onboarding), related ticket IDs.
After Submission
You receive a ticket number and initial triage per SLAs.
Keep updates in a single thread, and attach evidence as it becomes available.