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Creating a Support Request or Ticket

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Overview

Zadara Support receives a wide range of support requests throughout the year. Our customers vary from large enterprise organisations with dedicated IT teams to smaller companies where employees manage multiple responsibilities, including Cloud and Storage operations.

To ensure the most efficient support experience and expedite issue resolution, we kindly request that customers provide specific information when submitting a support request—particularly when doing so via email. Supplying complete and accurate information in the initial request enables our Support team to quickly triage, analyze, and escalate the issue to the appropriate technical specialists.

Information Required in Support Requests

When contacting Zadara Support, please include the following information based on the type of service involved:

For Zadara Compute Requests:

  • Your Identity

  • All relevant zCompute Resource IDs

  • A clear description of the issue or problem

For Zadara Storage Requests:

  • Your Identity

  • Cloud Name

  • Storage Instance Name/ID (or the endpoint where the issue occurs, e.g., Command Centre or Provisioning Portal)

  • Storage Entity Names/IDs (e.g., Drives, RAID Groups, Pools, Volumes, etc.)

  • A clear description of the issue or problem

Important: Please do not include any sensitive information such as passwords, secrets, or private keys in your support request.

For detailed guidance on where to locate the required information in Zadara Compute and Storage platforms, please refer to the relevant sections below.

Identity Verification

To confirm your authorisation to submit a support request, we need to verify your identity. While this is often possible through your individual/company email address, this may not be sufficient if a shared or group email is used.

To avoid delays, please include your full name, role, and company. If you are submitting a request on behalf of another organisation (e.g. as a third-party IT provider), please make that relationship clear and confirm your authorisation to act on their behalf.

Zadara Compute Resources

To accurately identify and assist with issues related to Zadara Compute services, please include the unique identifiers (IDs) of all affected resources. Examples include:

  • Account

  • User

  • VPC

  • Subnet

  • Virtual Machine Instance

  • Image

These IDs can be found in the resource’s information panel and copied directly from the web interface.
 

ID example for a VPC

Note: Resource names are not unique. Please include the actual resource IDs to ensure accurate identification.

Zadara Storage Resources

When requesting support for Zadara Storage services, please include the following:

Cloud Name

Every VPSA and VPSA Object Store is associated with a specific Cloud. You must include the Cloud Name in your request. This can be found in the dashboard of your VPSA or in the Command Center dashboard if using our On-Premise-as-a-Service or Public Cloud products.

All VPSAs and VPSA Object Stores include the Cloud Name on the Dashboard:

If you use our On-Prem-as-a-Service offering, you can also find the Cloud Name on the Command Centre dashboard:

Screenshot_20240812_144025.png

VPSA or Object Store Name/ID

If your request pertains to one or more VPSAs or VPSA Object Stores (e.g., ZIOS/NGOS), include the exact name(s) and/or ID(s) of each.

VPSA Resource IDs

VPSAs consist of numerous internal resources such as:

  • Drives

  • RAID Groups

  • Storage Pools

  • Volumes

  • Server Records

Each of these resources has a unique ID, which you can find in the VPSA web interface under the Properties tab of the corresponding resource.

IDs can be found in the VPSA web GUI in the Properties tab of each resource:

Screenshot_20240812_144834.png

 

Description of the Issue

Please provide a clear, concise description of the issue. To improve clarity and ensure timely handling:

  • Submit only one primary issue per support ticket. Multiple unrelated issues in a single request may result in delays and miscommunication.

  • Do not reference previous calls or chats without summarizing relevant details in the new ticket.

  • Be specific:

    • What were you doing when the issue occurred?

    • Is the issue occurring in the product interface or during usage?

    • Are any error messages or warnings displayed? If so, please include screenshots.

    • Is the issue persistent or intermittent?

    • When did the issue begin? Is it ongoing?

    • Provide the full date(s), time(s), and time zone of the occurrence.

    • Has anything changed recently in your environment that could be relevant?

    • Have you already performed any tests? What were the outcomes?

Where the problem is complex or difficult to describe, we are happy to arrange a screen-sharing session for direct observation.

Additional Guidance

Using Internal VPSA Ticketing

For Storage-related issues, we recommend using the built-in ticketing system within the VPSA interface. This automatically includes key details such as the Cloud Name and VPSA Name, and you may also select the option to “Create Zsnap” to generate logs helpful for further analysis.

Path:
System → Support → Tickets → Create

Bridge Calls

Bridge calls may be useful in some planned operational scenarios. However, for newly identified issues requiring in-depth analysis, it is often more effective to arrange a call once preliminary analysis has been completed . Our team can arrange follow-up calls or screen-sharing sessions to update you on progress and next steps.

If you have any questions about the support request process or need help gathering the necessary information, please don’t hesitate to contact us.

Thank you for helping us support you more efficiently.

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