Submitting a Support Request

You can submit a support request and a support bundle using the Replicated Vendor Portal. Uploading a support bundle is secure and helps the Replicated support team troubleshoot your application faster. Severity 1 issues are resolved three times faster when you submit a support bundle with your support request.

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For KOTS, if your customer cannot generate a support bundle using the KOTS Admin Console and needs an alternative method, see Generating Support Bundles in the KOTS documentation.

Prerequisites

The following prerequisites must be met to submit support requests:

• Your Vendor Portal account must be configured for access to support before you can submit support requests. Contact your administrator to ensure that you are added to the correct team.

• Your team must have a replicated-collab repository configured. If you are a team administrator and need information about getting a collab repository set up and adding users, see Adding Users to the Collab Repository.

Submit a Support Request

To submit a support request:

1. From the Vendor Portal, click Support > Submit a Support Request or go directly to the Support page.

2. In section 1 of the Support Request form, complete the fields with information about your issue.

3. In section 2, do one of the following actions:

   • Use your pre-selected support bundle or select a different bundle in the pick list
   • Select Upload and attach a new support bundle and attach a bundle from your file browser

4. Click Submit Support Request. You receive a link to your support issue, where you can interact with the support team.

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   Click Back to exit without submitting a support request.