Support Requests

Submit and track support requests from within the portal

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The Support Requests section lets you open a request with the Trustgrid Support Team and follow it through to resolution without leaving the portal.

Requests are listed in two columns:

  • Open Support Requests - requests Trustgrid is still working.
  • Past Support Requests - requests that have been closed.

Each entry shows the subject, its current status, and when it was last updated.

Create a Request

Click Create Request to open the request form. Please provide as much detail as possible about the issue you are experiencing so our support team can help resolve it quickly.

Support Request form
Field NameDescription
Phone numberProvide the phone number you’d like to be contacted at regarding this issue.
Urgency
  • Normal - Trustgrid will respond during normal business hours (Mon-Fri 8:30am-5:30pm Central)
  • Emergency - only for production impacting issues; Trustgrid will respond 24x7 within established SLA. This level of support is available to paying customers only.
Problem DescriptionPlease list details about the nature of the issue, any particular resources being impacted (e.g. a specific destination IP:port, source IP, etc.) and troubleshooting steps already taken.
Impacted Nodes/Clusters

This field will allow you to search for and select the impacted nodes. If a large number of nodes is impacted please provide at least a few examples and clarify the impact in the Problem Description field.

Click Submit to create the support request. It appears under Open Support Requests immediately.

Reply to a Request

Select any request to open it. The conversation shows each message with its author and timestamp, along with status changes as they happen.

Type in the reply box and click Send to respond. Your reply is attributed to your portal user account and goes to the support engineer working the request.

Click Mark Ticket Resolved once the issue is addressed. The request moves to Past Support Requests.