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# Create a Support Request

> Submit an Organization, Billing, or Technical Support request from the IBEE Solutions portal. Pick a product and resource, describe your issue, set priority, attach screenshots, and track the request through resolution.

Open the Support Center at `portal.ibee.ai/organizations/{orgId}/support`. Pick the category that matches your issue, fill in the form, and submit. Every request you open shows up under **My Requests** for tracking and replies.

## Categories

| Category                 | Use for                                                                                   |
| ------------------------ | ----------------------------------------------------------------------------------------- |
| **Organization Support** | Account / organization settings, profile information, password resets, security settings. |
| **Billing Support**      | Invoices, payment methods, subscription plans, billing queries.                           |
| **Technical Support**    | Technical issues, API integration, troubleshooting, product functionality.                |

## Create a Technical Support request

The Technical Support form is dynamic — fields appear based on the **Product** and **Issue Type** you choose.

### 1. Open Technical Support

In the Support Center, click **Technical Support**. The form lives at `portal.ibee.ai/organizations/{orgId}/support/technical` with the heading *"Select a product to get started with your support request."*

### 2. Select a product

Click the **Product** dropdown and pick the affected service. Each option shows a one-line description.

| Product           | Description                           |
| ----------------- | ------------------------------------- |
| **Cloud VMs**     | Scalable Virtual Machines             |
| **GPU VMs**       | High-Performance GPU Virtual Machines |
| **Baremetal**     | Dedicated Baremetal Servers           |
| **Load Balancer** | Load Balancer as a Service            |

### 3. Select a resource

After choosing a product, a second dropdown appears for the specific resource (e.g. **Cloud VM**). The list shows each resource with its specs, location, and status:

| Display          | Example                                        |
| ---------------- | ---------------------------------------------- |
| Name             | `web-prod-01`                                  |
| Specs · Location | `8 vCPU · 32 GB · India - Mumbai`              |
| Status           | Running (green) / Stopped (grey) / Error (red) |

A search field at the top filters the list.

### 4. Select an issue type

The **Issue Type** dropdown shows a searchable list scoped to the chosen product. For Cloud VMs:

* Provisioning Failed / Instance Not Created
* VM Not Reachable (SSH / RDP)
* Performance Low / High CPU Usage
* Unexpected Reboot / Crash
* Resize / Upgrade Request

Additional fields appear under the dropdown based on which issue type you pick.

### 5. Fill in the issue details

Each issue type renders its own structured fields. Examples:

**VM Not Reachable (SSH / RDP)**

| Field                                  | Type                          |
| -------------------------------------- | ----------------------------- |
| Which IP is affected?                  | Public IP / Private IP / Both |
| Access Method                          | SSH / RDP / Console / VNC     |
| When did it start?                     | Date & time                   |
| Any firewall / security group changes? | Yes / No                      |
| Attach error / log output              | Text area                     |

**Resize / Upgrade Request**

| Field                           | Type                                  |
| ------------------------------- | ------------------------------------- |
| Upgrade Type \*                 | Multi-select: vCPU, RAM, Disk Size    |
| Downtime allowed? \*            | Yes / No                              |
| Preferred Maintenance Window \* | ASAP / Schedule specific time / Other |

### 6. Set priority and details

Below the issue-type fields, every request shares these:

| Field                      | Description                                                               |
| -------------------------- | ------------------------------------------------------------------------- |
| **Priority** \*            | `Medium` (default) / `High` / `Urgent`                                    |
| **Additional Details** \*  | Free-text — *"Describe the issue or request in detail…"*                  |
| **Attachments** (optional) | Upload screenshots or images — PNG, JPG, JPEG, GIF, WebP (Max 10 MB each) |

### 7. Submit

Click **Submit Request**. The request is created and appears under **My Requests**.

## Track your requests

Open `portal.ibee.ai/organizations/{orgId}/support/request/all` to see every request you've opened. The **Support Requests** page shows the total count (e.g. *"26 total requests"*), a search field, a **Filter** dropdown, and a refresh control.

Each row shows:

| Field          | Example                                              |
| -------------- | ---------------------------------------------------- |
| Title          | `Server Not Reachable`                               |
| Ticket #       | `#07248819`                                          |
| Email          | `baskar.r@ibeesolutions.com`                         |
| Resource       | `in-vga-pi-r02-srv01`                                |
| Age            | `28d ago`                                            |
| Priority badge | `High` (orange) / `Urgent` (red) / `Medium` (yellow) |
| Status badge   | `Resolved` (green) / `Overdue` (red)                 |

Click a row to open the full request detail.

## Request detail view

The detail panel shows the full message thread plus an **Issue Details** card with the structured fields you filled in at submission time. For a *"Server Not Reachable"* request:

| Field                       | Example                 |
| --------------------------- | ----------------------- |
| Which IP is not reachable?  | `Ipmi`                  |
| Issue Type                  | `Ssh Fails`             |
| When did it start?          | `Mar 6, 2026, 10:12 AM` |
| Business Impact             | `Partial Service`       |
| Is IPMI / iDRAC accessible? | `No`                    |
| Any recent changes made?    | `None`                  |

The header shows the title, submitter email, age, ticket number, status badge, and priority badge.

## Reply to a request

Click **Reply** at the bottom-right of the detail panel to open the **Writing a Reply** composer.

| Field       | Description                                              |
| ----------- | -------------------------------------------------------- |
| Message     | Free-text — *"Type your reply…"*                         |
| Attachments | Click to upload images — PNG, JPG, GIF, WebP — Max 10 MB |

Click **Send Reply** to post. **Cancel** discards the draft.

## Tips for faster resolution

* **Pick the right product and resource** — the support team uses these to scope their investigation.
* **Set Priority honestly** — `Urgent` is for downtime; over-using it slows everyone down.
* **Attach logs and screenshots** — paste error output into Additional Details and attach screenshots showing the symptom.
* **Mention what changed recently** — recent deploys, network changes, or scaling events often correlate with the issue.

## Related pages

* [Support overview](/docs/support)
* [Contact support](/docs/support/contact-support)
* [Troubleshooting guides](/docs/support/troubleshooting-guides)