Raise a Support Case

Learn how to raise a support case in the Stax console

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How to Raise a Support CaseInformation to Include in your Support CaseCost & Compliance Only UsersIf you cannot raise a caseSee also

If you can't work out how to do something in Stax, and the documentation hasn't helped you either, you'll want to raise a support case. Don't worry, though, we're here ready to assist you as soon as the case comes in. You can help us to get a result for you quickly by ensuring that you raise a case with as much detail as possible.

This guidance assumes your AWS accounts are Stax-managed. If you only have the Cost & Compliance module, please see Cost & Compliance Only Users below.

How to Raise a Support Case

The good news is that you can raise a support case directly in the Stax Console. The instructions below will get you started on raising a support case.

  1. Log in to the Stax Console

  2. In the left hand nav, click Support

    Support nav item

  3. At the top right of the Support page, click + Create a Support Case

    Create a Support Case button

  4. On the Create a Support Case page, choose a Type and a Severity from the drop-down lists. Depending on the selections you make here, you may be prompted to select a Category for your case. Choose whichever is most appropriate for your query. If we don't have a Type/Category for your problem, don't stress! Just pick whatever's closest and we'll help you out all the same

  5. Enter a Subject and a comprehensive Description (See below for some tips!)

    Case Summary

  6. Click Submit. You'll see the case appear on the Case history page, and will also receive an email confirming the case's details. We'll be in touch by email as soon as we've had a chance to review your case

    Support Cases

Information to Include in your Support Case

When you're raising a support case, help us to help you by giving as much detail as you can. The more information you can provide when raising the case, the less likely we'll need to ask you for more information, thus delaying our ability to help resolve your issue.

For example, make sure you choose a good Subject:

cross: "Workload broken"

tick: "I deployed a workload called 'my-workload-name' and it failed"

In the description, make sure you include as much information as possible. Any IDs that are displayed or generated, API results, or notable errors are extremely helpful. In addition, the date and time you experienced the error are crucial for helping us to review logs.

If it's an issue with the Console, make sure you tell us which web browser, web browser version, and operating system you're using.

Cost & Compliance Only Users

If your organization is only subscribed to Stax's Cost & Compliance module (formerly known as Stax Spotlight), please contact us directly by email at support@stax.io, or using the chat icon in the bottom right-hand corner of the Stax Console.

If you cannot raise a case

If, for some reason, you're unable to raise a case, you can contact us directly by email at support@stax.io.

See also