How to Submit a Support Ticket

This guide explains how to correctly submit a support ticket with Serverstock for Managed Cloud and Datacenter services.

Following these steps helps us route your request correctly and resolve it faster.

Before You Submit (Important)

Since Serverstock provides both Managed Cloud and Datacenter services, and our support portal uses a simplified form, please clearly mention whether your request is for Cloud or Datacenter services in the Subject line.

Step-by-Step: Submitting a Ticket

1️⃣ Requester

This is your registered email address.
All ticket updates and responses will be sent to this email.

2️⃣ Subject (Required)

Use the format below exactly:

[Cloud | Datacenter] – <Service ID> – <Short Summary>

Examples:

• Cloud – VM-prod-2 – High CPU usage

• Cloud – tejdb-1 – Add 100GB storage

• Datacenter – Rack-A12 – Power usage clarification

• Datacenter – DC-MUM – Remote hands request

This helps us route your ticket to the correct team.

3️⃣ Type

Select the option that best describes what kind of request you are raising:

• Incident (Service Issue)
  Use when something is not working as expected
  (e.g., VM down, network issue, backup failure)
  

• Service Request
  Use for changes or additions
  (e.g., resource upgrade, firewall change, restore request)

• Billing / Account
  Use for invoices, payments, renewals, or account updates

• General Question
  Use for information or clarification requests

4️⃣ Priority

Choose priority based on business impact, not urgency preference:

• Low – General queries, information requests

• Medium – Partial service impact

• High – Major service degradation

• Critical – Production service down

⚠️ Use Critical only for production outages.

5️⃣ Description (Required)

Provide complete details using the format below:

Service location: Cloud / Datacenter
Service ID (VM name / Rack ID / Contract ID):
Issue or request description:
Start time (for incidents):
Business impact:
Recent changes (if any):
Contact number (for critical issues):

Clear and accurate information helps us resolve your ticket faster.

6️⃣ Attachments (Optional but Recommended)

Attach relevant files such as:

• Screenshots

• Error messages or logs

• Invoices or payment proof (for billing queries)

7️⃣ Submit

Click Submit once all details are reviewed.
You will receive a confirmation email with your ticket ID.