From 204b5e7d516935c33218e704aac3edb3cbfb2c0f Mon Sep 17 00:00:00 2001 From: jsudraud Date: Wed, 15 Jan 2025 16:45:09 +0100 Subject: [PATCH 1/3] fix(acc): doc update - how to write a support ticket --- .../account/how-to/open-a-support-ticket.mdx | 60 ++++++++++++++++--- 1 file changed, 51 insertions(+), 9 deletions(-) diff --git a/console/account/how-to/open-a-support-ticket.mdx b/console/account/how-to/open-a-support-ticket.mdx index 0d3e22dba3..3e8be28ac9 100644 --- a/console/account/how-to/open-a-support-ticket.mdx +++ b/console/account/how-to/open-a-support-ticket.mdx @@ -1,13 +1,13 @@ --- meta: - title: How to open a support ticket - description: Learn how to open a support ticket with Scaleway. + title: How to open and write a support ticket + description: Learn how to open and write an effective support ticket content: - h1: How to open a support ticket - paragraph: Learn how to open a support ticket with Scaleway. + h1: How to open and write a support ticket + paragraph: Learn how to open and write an effective support ticket tags: support help ticket support-ticket assistance dates: - validation: 2024-08-05 + validation: 2025-01-15 posted: 2021-06-22 categories: - console @@ -19,13 +19,55 @@ Scaleway provides 24/7 basic technical support by ticket for free. You can conta - A Scaleway account logged into the [console](https://console.scaleway.com) +## Opening a support ticket + 1. Click **Help** at the right of the top menu. The [Help center](https://console.scaleway.com/support/tickets) displays. 2. Click **Open a support ticket** under **Contact us**. -3. Fill in the required information and click **Submit ticket**. +3. Fill in the required information: + +- **Selected product**: choose the product related to your issue from the available options, such as Instances, GPU, or Elastic Metal. + +- **Related resource**: specify the exact resource affected by the issue, such as a specific Instance or volume. + +- **Severity**: select the severity level based on the impact of the issue (see table below). + + +| **Severity** | **Description** | **Examples** | +|--------------|---------------------------------------------------------------------------|--------------------------------------------------------| +| **Low** | Non-urgent issues with minimal impact on your operations. | General questions about product configuration. | +| **Medium** | Issues that affect your operations but have workarounds available. | Instance is slower than expected but still accessible. | +| **High** | Critical issues that block your operations, with no available workaround. | API calls consistently fail with errors. | + + +## Writing an effective subject and description + +Providing a clear subject and description will help us resolve your issue faster. + +- **Subject**: write a short and clear title that summarizes the issue (e.g., "Instance not starting after configuration update", "API call returns 500 error for all requests"). + +- **Description**: write a detailed description to help us resolve the issue faster. Here are a few tips on how to write a ticket description: + +### Clearly describe the issue +- **Context:** explain when and where the problem occurs. +Example: “The issue occurs when attempting to start an Instance after applying a configuration update in the Scaleway Console.” + +- **Expected behavior:** explain what you expected to happen. +Example: “The instance should start within 2 minutes without errors.” + +- **Actual behavior:** describe what is happening instead. +Example: “The Instance remains in "Starting" status for over 10 minutes and then switches to "Error". + +### Include relevant technical details + +- **Environment details:** mention your operating system, tools, or SDKs (e.g., “Ubuntu 20.04, Scaleway API v2, Python SDK.”) + +- **Logs or error messages:** include any logs, request/response payloads, or error codes (e.g., “API call GET /instances returns 500 Internal Server Error.”) + +### Add screenshots + +Attach supporting screenshots (png, jpg), or files (pdf) + - - Alternatively, you can click **Help** in the left menu, then click **Open a support ticket** under **Contact us**. - If you have lost access to the Scaleway console and want to create a ticket, you must first [follow this procedure](/console/account/how-to/use-2fa/#how-to-regain-access-to-your-account) to regain access to your account. From 5fd058408f9dfb4a76107f84c4be1b4e1c72ec9f Mon Sep 17 00:00:00 2001 From: Justine Sudraud <124775951+jsudraud@users.noreply.github.com> Date: Fri, 17 Jan 2025 11:09:23 +0100 Subject: [PATCH 2/3] Update console/account/how-to/open-a-support-ticket.mdx MIME-Version: 1.0 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: 8bit Co-authored-by: Néda <87707325+nerda-codes@users.noreply.github.com> --- console/account/how-to/open-a-support-ticket.mdx | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/console/account/how-to/open-a-support-ticket.mdx b/console/account/how-to/open-a-support-ticket.mdx index 3e8be28ac9..22cb0b034b 100644 --- a/console/account/how-to/open-a-support-ticket.mdx +++ b/console/account/how-to/open-a-support-ticket.mdx @@ -49,7 +49,7 @@ Providing a clear subject and description will help us resolve your issue faster ### Clearly describe the issue - **Context:** explain when and where the problem occurs. -Example: “The issue occurs when attempting to start an Instance after applying a configuration update in the Scaleway Console.” +Example: “The issue occurs when attempting to start an Instance after applying a configuration update in the Scaleway console.” - **Expected behavior:** explain what you expected to happen. Example: “The instance should start within 2 minutes without errors.” From e875aceee30fcdafa649e15733755dec29dcf100 Mon Sep 17 00:00:00 2001 From: jsudraud Date: Fri, 17 Jan 2025 14:50:12 +0100 Subject: [PATCH 3/3] added info about screenshots --- console/account/how-to/open-a-support-ticket.mdx | 9 ++++++--- 1 file changed, 6 insertions(+), 3 deletions(-) diff --git a/console/account/how-to/open-a-support-ticket.mdx b/console/account/how-to/open-a-support-ticket.mdx index 22cb0b034b..0d69e4d6ba 100644 --- a/console/account/how-to/open-a-support-ticket.mdx +++ b/console/account/how-to/open-a-support-ticket.mdx @@ -63,10 +63,13 @@ Example: “The Instance remains in "Starting" status for over 10 minutes and th - **Logs or error messages:** include any logs, request/response payloads, or error codes (e.g., “API call GET /instances returns 500 Internal Server Error.”) -### Add screenshots - -Attach supporting screenshots (png, jpg), or files (pdf) +### Add supporting files +Attach screenshots (png, jpg), or files (pdf). +Examples: +- Screenshot of the Scaleway console +- Screenshot of the network tab of your browser’s Developer Tools (right-click anywhere on the page and select **Inspect**. Go to the **Network tab** in the Developer Tools panel.) +- Logs