# Customer Support

Paid customers of Ango Hub may open support tickets to suggest new features, report bugs, or report incidents.

{% hint style="info" %}
SLAs are determined on a per-customer basis. Please refer to your project manager regarding expected SLAs for your project.
{% endhint %}

## How to Open a Support Ticket

### From Ango Hub directly

{% hint style="warning" %}
This functionality is not available in on-premise or private cloud deployments of Ango Hub. Users of those deployment types should use the methods listed below this one.
{% endhint %}

From any dashboard page on Ango Hub, click on the "?" icon at the top right:

<figure><img src="https://3895963154-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FTcOUG6rfWxqGM0N4db2P%2Fuploads%2FTGSCnXX3Qg7GnNMFbY9m%2Fimage.png?alt=media&#x26;token=015e09fa-42c3-40e0-80a8-34fb0bd6756d" alt=""><figcaption></figcaption></figure>

A panel will appear:

<figure><img src="https://3895963154-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FTcOUG6rfWxqGM0N4db2P%2Fuploads%2F0AjSxyKlecBELDGE1bvi%2Fimage.png?alt=media&#x26;token=94e71048-4e61-4fb7-b580-ace1192b41ad" alt=""><figcaption></figcaption></figure>

Fill the fields as necessary, then click on "Send". The ticket will be sent to our support team. You will see the following notification if the ticket was created successfully.&#x20;

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfSmtFlnoScSS2LbI0eK4JrDBrnALCJAZL3FPp6hahllB15HIcYoFJ-5GRjMTN5Yqb5xI-X8Z4LfhVurVoMbv4qJIhrrsVbV21q-a-bwPb0kqo51FtiPyD1W_Wg-cwhespirruMlVmv5QoECmYpLD5dTQ_d?key=37dj34xL38Bku5UKFlwJ2A" alt="" width="563"><figcaption></figcaption></figure>

### From our Support Portal

Navigate to our support portal at the following link:

{% embed url="<https://imerit.atlassian.net/servicedesk/customer/portal/1>" %}

The following page will open:

<figure><img src="https://3895963154-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FTcOUG6rfWxqGM0N4db2P%2Fuploads%2FlgNIte8b5yPc7zhJqQ8m%2Fimage.png?alt=media&#x26;token=480538d3-b506-4732-a48c-5fbc2839ce66" alt=""><figcaption></figcaption></figure>

Pick the category for your support ticket, then fill the form that appears.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXdM0K0aQ52f4Z3ZpSXc24UJgnDXJCujCfBu_Ia5aiO436scq0L4x-mbi6U735v3epkpU53BikTnlKFJCK3QQPZe4nrlMsS0PRsjB1YIw3TyU-pgC4rNg_uHVgWg3EitxAq_j_JPStmsBrUdmQbYGKHPHI_S?key=37dj34xL38Bku5UKFlwJ2A" alt=""><figcaption></figcaption></figure>

Click on "Send". Your ticket will be sent. You will see the following confirmation page if the ticket was opened successfully.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfdlBK1iBYHFVYQ9vUCVricjGD8MIWWuMMIlgnMq9VVwl_N7rGqA7wmYPmnEo6ck4inO3hti0FAEO47XAPOCzE6t_1rggUwh5xysRHsV34m7nnUGzUwI-qhib6fwWGV70ul2U_5lY4XvXUyL4CjElUstqg?key=37dj34xL38Bku5UKFlwJ2A" alt=""><figcaption></figcaption></figure>

## How to Follow a Support Ticket

Once a ticket has been opened following any of the methods outlined above, you will receive an email from `jira@imerit.atlassian.net` confirming that iMerit received your ticket. The email will look like this:

<figure><img src="https://3895963154-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FTcOUG6rfWxqGM0N4db2P%2Fuploads%2FYjHGSbUNKgs5mVEx1e3F%2Fimage.png?alt=media&#x26;token=79b9cda5-e849-47d0-9372-0fbc8685f01c" alt="" width="372"><figcaption></figcaption></figure>

You may reply to the email to add additional information to your ticket.

When there are any updates regarding your ticket, you will receive an email. You may reply to any email you receive to respond to our support team member.

By clicking on *View Request*, you may enter the Jira Service Management portal. If you are not signed up, you will be required to enter your email.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXeJm_deT6hS8oyiFBFZNRh5m83lv95pmT58VDLOKBIv-Bfu6yzLaWcodb2Wmtke9aOwtp3vO9EQptVLXQ-YhTuzL6QzWqxLL9CoUupkE1ssLg5tuFhAfgdw1n4LZrq7jRvQ09Wtbgz5rB5lQeJ0RCiZFXs?key=37dj34xL38Bku5UKFlwJ2A" alt=""><figcaption></figcaption></figure>

You will then be able to see your ticket, as well as any other tickets you have opened.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXerznvWOtZr2xRUN2atLNtz6ABcbiO8zvdAtmmrGkZ9SvO9_Hwv7E9MbueJLJksNjNi8JNUCyfhMAFkOuNY7kXd2OH4DKlu623-dTmdRqA3GOvpHXfiN7Ib0ux_zf4xZoY0td5ytgIB6moAOMvouczZPXNv?key=37dj34xL38Bku5UKFlwJ2A" alt=""><figcaption></figcaption></figure>

Clicking on an issue opens up its details. From the text box, you may respond to our support team member:

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXdxrdhhHF7R508ynityDAzdtGfXPKRwsE2d5O2Kkww0VtALRthaltzXeNhsum40L_7t1GvuAyFQa-7p8FEaFzO_8jbPV1cHsQk2J8mAFobUZGKogco4I52lS-T7AHOP18V4UY1-FV_rGTHXUmh3oxE-6Es?key=37dj34xL38Bku5UKFlwJ2A" alt=""><figcaption></figcaption></figure>


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# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.imerit.net/other/customer-support.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.