Open a Support Ticket
If you need help or have any issues with PacketFabric, you can open a support ticket by emailing support@packetfabric.com.
Before contacting support, check the following:
- Maintenance Notifications - scheduled and emergency maintenance may briefly disrupt your service.
- Your interface for errors, drops, low light levels on your side and PacketFabric side (via the portal).
To open a support case:
-
Open an email message addressed to support@packetfabric.com.
-
For the subject, provide a brief topic and your Circuit ID, if possible.
- Physical port circuit ID’s begin with ‘PF-AP-’.
- LAGs/bundles of interfaces begin with ‘PF-AE-’.
- Virtual circuits begin with ‘PF-’ followed by the circuit type and the two metros it participates in, e.g. PF-CC-CHI-WDC-00000.
Include the following details in the message:
- Contact Info:
- Company name.
- Your contact info.
- Telephone number.
- Email address.
- Best hours to contact you, including time zone.
Also include the following depending on the issue type:
- Affected Circuit IDs and/or Port IDs
- Precise time the issue started.
- Duration of the issue.
- Is the issue resolved, or ongoing?
- Steps to reproduce the issue.
- Any relevant logs, graphs, screenshots, or other materials.
- Precise time the issue started.
- Action you were trying to complete including the url.
- Specific browser version and OS version you are using.
- Steps to reproduce the issue.
- Any relevant logs, graphs, screenshots, or other materials.
Send the message, which creates a support ticket. You will receive an acknowledgment email with the SUP ticket number right away, followed by an email or phone call from a support engineer with specific troubleshooting and solution help within a short time.
Please refer to the ticket number in any followup contacts to support.
Updated on 24 Jul 2020