Account & support
Support tickets
Submit tickets, track progress, and communicate with the Edge support team directly from your console.
On this page7 sections
Overview#
The support system provides a direct line to the Edge team for technical issues, billing questions and account assistance. All communication is tracked in a threaded ticket format, so nothing gets lost.
Open support from Account → Support in your console.
Creating a ticket#
- Go to Support and click New Ticket.
- Enter a clear, descriptive subject.
- Select the category that best matches your issue (CDN, Compute, DNS, Storage, Billing, Account).
- Set the priority based on urgency.
- Describe your issue in detail in the description field.
- Click Submit Ticket.
Priority levels#
| Priority | Use when | Target response |
|---|---|---|
| High | Production service is down or severely degraded | Within 1 hour |
| Medium | Non-critical issue affecting functionality | Within 4 hours |
| Low | General question, feature request or non-urgent issue | Within 24 hours |
Ticket statuses#
Ticket statuses update automatically based on actions taken:
- Open: Your ticket has been submitted and is awaiting a response from the support team.
- In Progress: A support agent has replied and is working on your issue.
- Pending Resolution: The agent believes the issue is resolved and is waiting for your confirmation. You can confirm it’s resolved or reply if you still need help. Tickets auto-close after 7 days if no response is received.
- Resolved: The issue has been resolved. You can reopen the ticket if you need further assistance.
Replying to tickets#
Click any ticket to view the full conversation thread. You can:
- Reply: Send a message to the support agent using the reply box at the top
- Confirm resolved: When the agent marks your ticket as resolved, confirm it’s fixed or reply if you still need help
- Reopen: If a resolved ticket needs further attention, reopen it to continue the conversation
Categories#
| Category | Examples |
|---|---|
| CDN | Cache issues, SSL certificates, domain configuration, performance |
| Compute | VM connectivity, scaling, provisioning, OS issues |
| DNS | Propagation delays, record issues, zone configuration |
| Storage | Upload issues, access keys, bucket configuration, S3 compatibility |
| Billing | Invoice questions, payment issues, plan changes |
| Account | Team management, permissions, security, quota increases |
See also#
- Alerts & notifications: Real-time infrastructure alerts
- Audit log: Track all account activity
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