Documentation
Support at Cloudsmith
All Cloudsmith support plans include the following Standard Support features:
- Access to product documentation and learning content
- Access to the Cloudsmith support portal, in-app live chat, and email
For information about enhanced support levels for Ultra and Enterprise customers, see Priority Support and Enterprise Support.
For live monitoring of service availability and incident history, see the Cloudsmith status page.
How to raise a support ticket
To raise a support ticket, you can:
- Email us at support@cloudsmith.com
- Start a live chat in the Cloudsmith web app
- Submit a request in the Cloudsmith support portal
Live chat
You can contact support from the Cloudsmith web app by clicking the chat icon in the bottom-right corner of the screen:
Support portal
You can raise a support ticket by submitting a request in the Cloudsmith support portal.
- Sign in to the support portal.
- Click Submit a request to open the request form:
- Enter the details of your request. To reduce delays, please provide as much detail about the issue as possible.
For more information about issue severity levels, see Issue severity levels. - Click Submit. A member of the support team will respond as soon as possible.
Issue severity levels
When you raise a support ticket, you are prompted to select the severity of the issue you are experiencing. This helps our support team to triage and assess the level of impact the issue has on your organization.
We use a severity (SEV) rating system that ranges from 1 to 5, where a lower number signifies a higher severity:
| Severity | Impact | Example |
|---|---|---|
| Critical (SEV 1) | - Widespread outage. - Platform is completely inoperative. - All organization users are severely impacted and unable to perform normal functions. - No workaround exists. | - Broad impact platform outage. - Platform is completely unavailable via UI, CLI, and API. - Unable to push or pull any packages. |
| High (SEV 2) | - Major failure or degradation of platform availability or performance. - Platform is available but severely impacted. - Significant impact for multiple users. - Inconvenient workaround or no workaround exists. | - Service interruptions to some but not all platform features. - Severe delay or consistent failure in push/pull actions. - Issues are restricted to a single package format. - Platform is unavailable or severely degraded via UI, CLI, or API. |
| Medium (SEV 3) | - Moderate application functionality or performance loss. - A temporary workaround exists. - Multiple users are impacted in their normal function. | - Moderate delay or intermittent failures when performing push/pull actions. - Issue with a single package (i.e. a single docker image). - Packages not fetched from upstream. - Packages can be pushed by a user but not via a service account. |
| Low (SEV 4) | - Isolated issue, affecting a small number of users or small subset of noncritical packages. - Low impact on operations. - A reasonable workaround is available. | - Minor delays or occasional failure with package push/pull actions. - Noncritical functionality impacted. - Functionality does not match documentation. - 2FA reset. |
| Lowest (SEV 5) | - No platform impact. - General inquiries. - Feature setup. | - Feature request/setup. - Questions regarding functionality. - Early Access feature enablement. - Custom domain creation. |
