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How to Request Support#

All support requests must be submitted via the Stakater Support Portal to ensure proper tracking and SLA compliance.

👉 Support Portal: https://stakater-cloud.atlassian.net/servicedesk/customer/portals

1. Create an Account (First-Time Users)#

If you are a new user, follow the steps below to register.

Step 1 — Go to the Support Portal#

Visit the portal and click Sign up.

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Step 2 — Enter Your Official Company Email#

Enter your company email address and click Send link.

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You will be redirected to the following page:

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Step 3 — Complete Registration#

Check your email and click Sign up.

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Provide your full name and a strong password, then click Sign up.

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Your account must be registered using your official company email address.

2. Submit a Support Request#

Once registered:

  1. Log in to the Support Portal.
  2. Select the appropriate request type.
  3. Provide a clear summary and detailed description.
  4. Select the appropriate severity (P1–P4).
  5. Submit the request.

Support requests can be created directly from the portal dashboard:

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SLA response times begin once the ticket is properly submitted.

3. Selecting the Correct Severity#

Severity must reflect actual business impact.

  • P1 – Critical → Production outage, no viable workaround.
  • P2 – High → Major degradation with significant impact.
  • P3 – Medium → Limited impact; workaround available.
  • P4 – Low → Information request or minor issue.

If severity is incorrectly selected, Stakater may adjust it based on actual impact.

For detailed definitions, see Severity & Response Framework.

4. Provide Complete Information#

To accelerate investigation, include:

  • Environment (e.g., production, staging)
  • Product or service affected
  • Error messages or logs
  • Steps to reproduce (if applicable)
  • Impact description
  • Any recent configuration changes

Incomplete information may delay resolution.

5. Share a Request with Other Users#

By default, only the ticket creator can view a request.

To share it:

  1. Open the request.
  2. Add additional users in the Shared with field.
  3. Those users will gain access and receive notifications.

6. Premium Customers – Critical Incident Escalation#

If you are a Premium customer reporting a P1 – Critical issue:

  1. Submit the ticket immediately via the Support Portal.
  2. Use agreed emergency communication channels (e.g., Slack or phone) if applicable.

Escalation begins once the P1 ticket is logged.