Submitting support tickets

If you encounter an issue with your RayDB PostgreSQL cluster, you can submit a support ticket to get assistance from our team. This guide explains how to submit a ticket and what information to include for faster resolution.

How to Submit a Ticket

1. Log in to the RayDB Dashboard

• Navigate to the Support section.
• Click Submit a Ticket to open the request form.

2. Provide Ticket Details

• Category: Select the issue type (e.g., Connection Issues, Performance Problems, Backup Failures).
• Priority: Choose the urgency level (Low, Medium, High, Critical).
• Subject: Provide a clear and concise title for your request.
• Description: Explain the issue in detail, including:
  • The affected cluster and its region.
  • Steps to reproduce the problem.
  • Any recent configuration changes.
  • Error messages or logs (if available).
• Attachments: Upload relevant logs or screenshots for troubleshooting.

3. Submit the Ticket

• Click Submit to send your request to our support team.
• You will receive a confirmation email with a ticket reference number.

Tracking Your Ticket

• Go to the Support section in the dashboard.
• Check the My Tickets tab to view the status and responses.
• Our team will provide updates and request additional details if necessary.

Best Practices for Faster Resolution

• Provide Detailed Information: The more details you include, the faster we can diagnose the issue.
• Use the Correct Category: Helps route your request to the right support team.
• Respond to Follow-Ups Promptly: If additional information is needed, timely responses can speed up resolution.

For further assistance, visit Troubleshooting & FAQs.