Our support portal can be reached at https://support.goteleport.com/hc/en-us.
Creating an account
The first step, if you don't have an account, would be to click "Sign-in" on the top right of page. If you have an existing account you can log-in here and skip to "Submitting a Request" section here
A pop-up box will come up and on the bottom left it will give you an option to "Sign-up"
A simple form requiring your "Full Name" and "Your email". Please enter full name and business email address or this could cause delays with approval.
- Note if cookies are blocked it will refuse the connection. You will need to allow cookies here to submit.
Submitting a Request/Case
From the Support portal, you can use the link at the top right of the page to submit a request.
Here you will get a drop down to select to help identify you and your organization
*If unsure of the level of Support your organization has, please select "Unsure what to select" and note that you are not sure of your Support plan. We do recommend you work with your account team or CSM to help identify your support plan and what works best for your business needs.
The forms are fairly similar and should be filled out with as many details upfront in order to better assist. Example of when Enterprise Premium Support is selected.
If you think you selected the wrong form, click the drop-down in "Please select your current Support Level". The Level you selected is in bold.
It is important to select or fill in as many details up front, as this helps Support identify who you are, what organization you are with, the severity of the issue, etc. For example, "Your email address" , "Product", "Subject", and "Description are required. Your email address helps identify you, what organization you are with, and allows you to see this and other cases you have submitted.
The "Product" field ensures the appropriate team engages to assist you.
The "Subject" and "Description" you provide the relevant details to assist Support
You should be presented with "Suggested articles" after providing a "Subject"
View your Requests/Cases
From our Support Portal you can review your cases by clicking on "Your Support Requests"
You should be presented a list of any cases associated to your account