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on
07-15-2020
09:57 AM
- edited on
01-06-2022
04:59 PM
by
Claudia.Landiva
AppDynamics has a wealth of documentation, articles, and training available. You may find the answer to your question in one of the resources available at www.appdynamics.com/support.
Learn more about these information resources in A Guide to AppDynamics Help Resources
Revised May 3, 2021
Unclear Subject: | Clear Subject: |
Urgent Issue- Need Help! | Controller not starting up after upgrade |
Only users in your organization who are designated as Authorized Support Contacts have the ability to submit Support tickets. Your order form may indicate a maximum number of Authorized Support Contacts for your service level.
Company AppDynamics Administrators can designate these contacts in the Portal. If you need the ability to submit Support tickets, work with your current Administrator to gain Portal access. Once you’ve been granted permission, you will receive an email notification with a link to Portal and account details. For detailed instructions, please see How do I manage Accounts Management Portal users as an Admin?
If you clicked the Support Portal link and receive a “Permission Denied” error (as shown in the screenshot below), it means that you are not an Authorized Support Contact. Only Authorized Support Contacts can submit Support tickets.
Please contact your AppDynamics Administrator(s) to gain additional access or to have an AppDynamics Support ticket filed on your behalf. If you do not know who to contact within your organization, we recommend starting with your Company's IT department.
The ticket priority is based on our SLA, which can be found in your EULA. The EULA is the definitive document with regards to SLAs. This table provides a more detailed summary of definitions for support categorization.
PRIORITY |
CRITERIA |
Urgent |
PLEASE NOTE | When the ongoing production impacting issue has been resolved, the support team will downgrade the ticket to "High". |
High |
|
Normal |
|
Low |
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From the My Activities screen of the Support Portal, click Organization requests.
Dears,
Is there a way to escalate the support for a specific support request? It's been open for along time with no progress.
Also, the support agent is wasting the time and his behavior isn't professional
@Ahmed.Zarad thanks for the question, please work with your AppD representative to escalate your support ticket and to give feedback, this will ensure Support takes action.
If you do not know who your AppD representative is then please work with your AppD administrator (if you are not the Admin) who will have this information. The Admin can escalate to the AppD rep and follow the process through.
Is there any way to update a support case which has already created by another Engineer in the same organization?
Sorry for the late reply. In this case, in order for that to happen, this other person would need to be CC'd on the Support ticket. That would mean they are also getting email updates when the ticket is updated by someone in your org or by AppDynamics.
I believe if this person is not already CC'd on the ticket, the original ticket creator could update the case asking for that other person to be added.
I hope this helps.
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