You can use the Support portal to create and manage support tickets about your Enterprise Server instance.
To benefit from Premium Support SLAs and ticket collaboration features, you must associate your ticket with your Enterprise Server instance in one of two ways.
If your institution has an enterprise account on .com, you have a user account on .com, and that user account has been granted support entitlements for the enterprise account, you can select the enterprise account when creating a ticket. For more information about enterprise accounts, see About enterprise accounts.
- The majority of Enterprise Server customers already have an enterprise account on .com. If you're not sure whether you do, first check with your team.
- If your team confirms that you do not have an enterprise account on .com, you can submit a request for a new one.
- Then, for the best experience, follow the steps below before using the Support portal to create tickets about the enterprise account.
If you're sure you do not have an enterprise account on .com, you have not been configured as a support-entitled member by an enterprise owner, or you cannot sign in with to your .com account, you can provide a copy of your or diagnostics file by using the Get help with Enterprise Server form.
Before you start creating tickets associated with your enterprise account on .com, we recommend completing the following steps.
- Identify the user on .com who is an owner of your enterprise account.
- Configure a verified domain. For more information, see Verifying or approving a domain for your enterprise.
- Add owners, billing managers, or support-entitled members to your enterprise account. For more information, see Inviting people to manage your enterprise and Managing support entitlements for your enterprise.