Support

Create a Support Request

Open the Support Center at portal.ibee.ai/organizations/{orgId}/support. Pick the category that matches your issue, fill in the form, and submit. Every request you open shows up under My Requests for tracking and replies.

Categories

CategoryUse for
Organization SupportAccount / organization settings, profile information, password resets, security settings.
Billing SupportInvoices, payment methods, subscription plans, billing queries.
Technical SupportTechnical issues, API integration, troubleshooting, product functionality.

Create a Technical Support request

The Technical Support form is dynamic — fields appear based on the Product and Issue Type you choose.

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1. Open Technical Support

In the Support Center, click Technical Support. The form lives at portal.ibee.ai/organizations/{orgId}/support/technical with the heading “Select a product to get started with your support request.”

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2. Select a product

Click the Product dropdown and pick the affected service. Each option shows a one-line description.

ProductDescription
Cloud VMsScalable Virtual Machines
GPU VMsHigh-Performance GPU Virtual Machines
BaremetalDedicated Baremetal Servers
Load BalancerLoad Balancer as a Service
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3. Select a resource

After choosing a product, a second dropdown appears for the specific resource (e.g. Cloud VM). The list shows each resource with its specs, location, and status:

DisplayExample
Nameweb-prod-01
Specs · Location8 vCPU · 32 GB · India - Mumbai
StatusRunning (green) / Stopped (grey) / Error (red)

A search field at the top filters the list.

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4. Select an issue type

The Issue Type dropdown shows a searchable list scoped to the chosen product. For Cloud VMs:

  • Provisioning Failed / Instance Not Created
  • VM Not Reachable (SSH / RDP)
  • Performance Low / High CPU Usage
  • Unexpected Reboot / Crash
  • Resize / Upgrade Request

Additional fields appear under the dropdown based on which issue type you pick.

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5. Fill in the issue details

Each issue type renders its own structured fields. Examples:

VM Not Reachable (SSH / RDP)

FieldType
Which IP is affected?Public IP / Private IP / Both
Access MethodSSH / RDP / Console / VNC
When did it start?Date & time
Any firewall / security group changes?Yes / No
Attach error / log outputText area

Resize / Upgrade Request

FieldType
Upgrade Type *Multi-select: vCPU, RAM, Disk Size
Downtime allowed? *Yes / No
Preferred Maintenance Window *ASAP / Schedule specific time / Other
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6. Set priority and details

Below the issue-type fields, every request shares these:

FieldDescription
Priority *Medium (default) / High / Urgent
Additional Details *Free-text — “Describe the issue or request in detail…”
Attachments (optional)Upload screenshots or images — PNG, JPG, JPEG, GIF, WebP (Max 10 MB each)
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7. Submit

Click Submit Request. The request is created and appears under My Requests.

Track your requests

Open portal.ibee.ai/organizations/{orgId}/support/request/all to see every request you’ve opened. The Support Requests page shows the total count (e.g. “26 total requests”), a search field, a Filter dropdown, and a refresh control.

Each row shows:

FieldExample
TitleServer Not Reachable
Ticket ##07248819
Emailbaskar.r@ibeesolutions.com
Resourcein-vga-pi-r02-srv01
Age28d ago
Priority badgeHigh (orange) / Urgent (red) / Medium (yellow)
Status badgeResolved (green) / Overdue (red)

Click a row to open the full request detail.

Request detail view

The detail panel shows the full message thread plus an Issue Details card with the structured fields you filled in at submission time. For a “Server Not Reachable” request:

FieldExample
Which IP is not reachable?Ipmi
Issue TypeSsh Fails
When did it start?Mar 6, 2026, 10:12 AM
Business ImpactPartial Service
Is IPMI / iDRAC accessible?No
Any recent changes made?None

The header shows the title, submitter email, age, ticket number, status badge, and priority badge.

Reply to a request

Click Reply at the bottom-right of the detail panel to open the Writing a Reply composer.

FieldDescription
MessageFree-text — “Type your reply…”
AttachmentsClick to upload images — PNG, JPG, GIF, WebP — Max 10 MB

Click Send Reply to post. Cancel discards the draft.

Tips for faster resolution

  • Pick the right product and resource — the support team uses these to scope their investigation.
  • Set Priority honestly — Urgent is for downtime; over-using it slows everyone down.
  • Attach logs and screenshots — paste error output into Additional Details and attach screenshots showing the symptom.
  • Mention what changed recently — recent deploys, network changes, or scaling events often correlate with the issue.