Support readiness

To ensure smooth communication and efficient support, make sure that these guidelines are followed:

• Each team member must have an account created through our support portal.
• Each team member that should be permitted to create support tickets on behalf of your company must be configured as an Authorized Technical Contact in the support portal. Please provide a list of applicable team members to your company’s assigned Solutions Engineer so that they can configure this.
• Have your team familiarize themselves with our documentation on how to open a support ticket with HashiCorp Support and generate/upload a support bundle, whenever applicable.
• Be aware of the support plan level your company has purchased to manage expectations of response times. Also, understand the definitions for each severity level when opening a support ticket through our documentation.