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Support & Help

Octos Cloud provides multi-channel support for all customers. Open tickets directly from the portal and track resolution in real time.

Open a support ticket​

  1. Navigate to Support in the portal sidebar
  2. Click Open Ticket (or the + Open Ticket button on your dashboard)
  3. Fill in the ticket details:
FieldDescription
SubjectBrief summary of the issue
Ticket TypeBug, feature request, billing inquiry, etc.
PriorityLow, Medium, High, Critical
ProjectSelect the affected project (if applicable)
ServiceSelect the affected resource (VM, network, etc.)
MessageDetailed description of the issue
AttachmentsScreenshots, logs, or supporting files
  1. Click Submit

Ticket lifecycle​

StatusMeaning
OpenTicket submitted, awaiting review
AssignedA support engineer is working on it
Awaiting ReplyWaiting for your response
ClosedIssue resolved

Track all your tickets under Support → Tickets in the portal.

Support SLA​

PriorityFirst responseResolution target
Critical1 hour4 hours
High4 hours12 hours
Medium8 hours48 hours
Low24 hours5 business days
info

These SLA targets apply during business hours (Mon–Sat, 9:00–18:00 IST). Critical tickets are monitored 24/7.

Self-service resources​

Before opening a ticket, check these resources:

  • This documentation — Guides for all platform features
  • Activity Logs — Check recent actions under your VM or project
  • Usage Graphics — Monitor CPU, memory, and network utilization
  • Login History — Verify access patterns and IP addresses

Contact channels​

ChannelDetails
Portal ticketsFastest — opens directly in the support queue
Emailsupport@octosinfra.com
Contact formoctosinfra.com/contact

Feedback​

Share product feedback directly from the portal:

  1. Click the Feedback link in the footer
  2. Select a category
  3. Rate your experience
  4. Add detailed comments

Your feedback is reviewed by the product team.

Next steps​