Getting help

The console's Support page, at the bottom of the rail, is where you write to Cahaves and follow the answer. Each message you send there is a ticket: it keeps the conversation in one place, and the people answering see the service it is about.

Under Write to support:

1. Choose a Category: Deployments and builds, Databases and storage, Domains and certificates, Billing and payments, Account and access, or Something else.

2. Pick the Service the problem is on, as project / service, or leave No particular service. The list holds the services of the organization the console is in, so for a problem in another one, switch to it first.

3. Give it a Subject of one line, and write the Message.

4. Press Send to support. The new ticket opens on its own page.

A message that can be answered on the first reading names:

• the deployment number when a deployment went wrong, such as web #12;

• the exact sentence the console showed, copied rather than paraphrased;

• what you expected to happen, and what you did before it went wrong.

Leave passwords, tokens and environment values out of it. An operator does not need one to look into a problem.

If the page says "Support tickets are not available right now", email support@cahaves.com, external link with the same details, and the project and service name. The address is also at the foot of the page.

Your tickets lists each ticket with its category, its status and when it last changed. Open one to read the conversation: answers from Cahaves are marked Cahaves support. Write under Reply and press Send reply to add to it.

Cloud sends no email when support answers, so check the ticket.

To look into a problem directly, a Cahaves operator may open a support session on your account, tied to a ticket and a reason. A session is opened on you rather than on one organization, so it reaches the services of every organization you own. You see it in two places:

• A warning above every screen of the console: the operator's name "is assisting with your workspace", with the reason, "Ticket" and its number, and "Expires" with the time. The console checks for sessions every 30 seconds.

• The Support page, under Active support access, lists each open session with the same details. With none open it reads "No operator currently has a support session for your workspace."

During a session the operator can:

• see your projects and services, in every organization, and each service's recent deployments;

• deploy, start or stop a service.

The operator cannot see your environment variables, a compose file or a database's password, cannot open a terminal, cannot change a service's settings or delete anything, and never signs in as you.

A session ends when the operator closes it, when the operator's own staff sign-in ends, and after four hours at the latest. Every request made in it is recorded against the operator, the session and its ticket. The console has no control to end a session yourself; reply on the ticket if you want it closed early.

If Billing says the account is suspended by Cahaves, write to support under Billing and payments to have the suspension lifted. A suspension holds every organization you own, and a suspended account can still open tickets. To raise one organization's monthly limit or to have it billed by invoice, name the organization: its Organization ID is under Settings, Organization. Billing explains what a suspension stops. A banned account cannot sign in at all, and its sign-in ends with "That sign-in could not be completed. Start again." (Sign-in problems).