Support

The Support page is your central place for getting help. It offers multiple channels: support tickets, a knowledge base, frequently asked questions, and live chat.

Support Hub

At the top of the Support page, four quick-access cards link to external resources:

• Documentation -- Technical reference and how-to guides.
• Video Tutorials -- Step-by-step video walkthroughs of common tasks.
• Community Forum -- Ask questions and share solutions with other Cloud Factory users.
• Status Page -- Real-time platform status and incident history.

Below the hub, four tabs organize the support experience: Tickets, Knowledge Base, FAQ, and Live Chat.

Tickets

The Tickets tab is where you create and manage support requests.

Ticket Statistics

Four cards summarize your ticket activity:

• Total -- All tickets you have submitted.
• Open -- New tickets awaiting initial response.
• In Progress -- Tickets actively being worked on by the support team.
• Resolved -- Tickets that have been answered and closed.

Creating a New Ticket

1. Click New Ticket in the top-right corner.
2. Enter a Subject -- a brief summary of your issue.
3. Select a Category:
   • General -- Account questions, feature requests, general inquiries.
   • Technical -- Service issues, connectivity problems, configuration help.
   • Billing -- Invoice disputes, payment questions, pricing inquiries.
   • Account -- Profile changes, access issues, security concerns.
4. Choose a Priority level (Low, Medium, High, Urgent).
5. Write a detailed Description of your issue. Include error messages, service names, and timestamps if applicable.
6. Click Submit.

Viewing a Ticket

Click any ticket to open its conversation view.

• Threaded Messages -- The full conversation history between you and the support team, displayed chronologically.
• Reply -- Type your response in the text box at the bottom and click Send.
• File Attachments -- Attach screenshots, logs, or configuration files to your reply using the attachment button.

Ticket Status Workflow

Tickets progress through the following statuses:

1. OPEN -- You have submitted the ticket. The support team has not yet responded.
2. IN_PROGRESS -- A support agent is actively investigating your issue.
3. WAITING_ON_CUSTOMER -- The support team needs additional information from you. Reply to move the ticket forward.
4. RESOLVED -- The issue has been addressed. You can reopen it if the problem persists.
5. CLOSED -- The ticket is archived. No further action is needed.

Tip: Respond promptly to tickets in the "Waiting on Customer" state to avoid delays.

Knowledge Base

The Knowledge Base tab contains articles organized by category. Browse topics such as:

• Getting started with each service type
• Networking and firewall configuration
• Database management best practices
• Billing and payment procedures

Each article includes step-by-step instructions and relevant configuration examples. Use the search bar to find articles by keyword.

FAQ

The FAQ tab presents frequently asked questions in an accordion layout. Click any question to expand its answer. Topics include:

• How to reset your password
• How billing cycles work
• What to do if a service fails to provision
• How to upgrade or downgrade a service plan

Live Chat (Beta)

The Live Chat tab connects you with support in real time.

• AI Assistant -- An automated assistant that can answer common questions, check service status, and guide you through standard procedures. Available 24/7.
• Human Support -- For issues the AI cannot resolve, you can request a handoff to a human agent. Live agents are available Monday through Friday, 9:00 AM -- 6:00 PM CET.

Note: Live Chat is currently in Beta. Response times and availability may vary as we refine the experience.

Related Guides

• Getting started with the portal
• Managing your services
• Billing and invoice questions