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64 lines
2.7 KiB
Markdown
64 lines
2.7 KiB
Markdown
---
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title: Support
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weight: 35
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partition: cloud
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aliases:
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- /documentation/cloud/support/
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---
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# Qdrant Cloud Support and Troubleshooting
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## Community Support
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All Qdrant Cloud users are welcome to join our [Discord community](https://qdrant.to/discord/).
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## Qdrant Cloud Support
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Paying customers have access to our Support team. Links to the support portal are available in the Qdrant Cloud Console.
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Support is handled via **Jira Service Management (JSM)**. When creating a support ticket, you will be asked to select a request type and provide information to help us understand and prioritize your issue.
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### Request Type
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The form allows you to specify what your ticket is about:
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- **Information** – Questions, analysis, or troubleshooting
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- **Incidents** – Reporting bugs or disruptions in service
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- **Billing** – Issues or questions related to charges, invoices, or payment
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- **Features** – Suggestions or requests for product enhancements
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### Ticket Information
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Please provide as much detail as possible when submitting your request. This helps us help you faster.
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This includes but is not limited to:
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- The ID of your Qdrant Cloud cluster (auto-filled if possible)
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- Which collection(s) are affected
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- Code examples showing how you're interacting with the Qdrant API
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- Logs or error messages from your application
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- Relevant telemetry or traces from your system
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If you're submitting a ticket for a **Hybrid Cloud** or **Private Cloud** environment, we may also ask for:
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- Logs from Qdrant components (database, operator)
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- Kubernetes environment state (e.g., node/resource usage, pod status)
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To streamline this, we recommend using our [support bundle script](https://github.com/qdrant/qdrant-cloud-support-tools/tree/main/support-bundle). It collects environment metadata (but **no user data or API keys**) and helps us troubleshoot more efficiently. The bundle includes collection names and configuration details.
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Please attach it to your ticket if applicable.
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### Priority & SLA
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You will also be asked to select a **severity level**, which determines how your ticket is prioritized. The severity should reflect the impact on your system or customers.
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- **Severity 1** – Critical impact: full service outage or data loss
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- **Severity 2** – Major impact: degraded performance or partial outage
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- **Severity 3** – Moderate impact: bugs with workarounds or degraded UX
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- **Severity 4** – Minor issues: cosmetic bugs, general questions
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> Please refer to the [Qdrant Cloud SLA](https://qdrant.to/sla/) for full definitions of severity levels and guaranteed response times per your [support tier](/documentation/cloud/premium/). |