How to submit a support request

This page will guide you in how to submit a support request och incident assistance through the support portal. Once you have reached the support portal found here, follow this guide to submit your request.

Choose request type

Create a Support Request or Incident.

Provide Context

Please provide the following information.

1. Description

Provide a detailed issue description that declares the problem you are facing.

2. Affected service

List the affected services and region, if relevant.

3. Priority

Assign the support request with an priority level. Priority describes the impact of an issue on business operations, services, or users, and helps determine how critical an incident is. The priority is associated with the SLA of the request and determines the order in which requests are addressed. Below are guidelines for how to decide on the priority level.

Priority Level	Definition	Example
P1 (Critical)	Business Impacting Issue. Immediate response required, business is at risk.	Service outage, security breach, critical failure.
P2 (High)	Major Impact, Workaround Available. High-priority issue, but business operations can continue.	Degraded performance, partial system failure.
P3 (Medium)	Moderate Impact. Normal business impact, issue needs to be addressed but is not time-sensitive.	Minor service disruption, configuration issues.
P4 (Low)	Minor Impact / General Inquiry. Low business impact, non-urgent request.	Feature requests, general questions, non-urgent issues.

Example Scenarios

• 🔴 Service Outage → P1 (Critical)

• 🟠 Performance degradation for a business-critical application → P2 (High)

• 🟡 UI Bug with a workaround → P3 (Medium)

• 🔵 Feature request → P4 (Low)

4. Attachments

If applicable, please provide any error messages or logs.

Submit Support Request

Once all information is provided, please submit your support request.