Please use the form below to provide your feedback. Because your feedback is valuable to us, the information you submit in this form is recorded in our issue tracking system (JIRA), which is publicly available. You can track the status of your feedback using the ticket number displayed in the dialog once you submit the form.

Request Support

  • Capella Operational
    You can request support through the Couchbase Capella UI.

    Requesting Support Through the Couchbase Capella UI

    Support tickets are created and managed on the Support tab. A summary of the organization’s support tickets is displayed here.

    Support tickets can be viewed and created by any user with the Organization Member role.

    If you’re a free tier plan user, you’re unable to create a support ticket. You’re community-supported. Use the Couchbase forums, discord channel and documentation for community support and feedback.

    For more support options, upgrade your plan.

    Support Ticket Summary

    The Support tab shows a summary of the organization’s open and solved support tickets.

    The following information is shown for each support ticket:

    Information Description

    ID

    A unique identification number for the support ticket, which can be used for reference in communications with Couchbase Capella Support staff.

    Status

    The current status of the support ticket.

    Subject

    The subject of the issue, specified by the user who created the support ticket.

    Priority

    The importance of the issue.

    Requester

    The organization user that was specified as the Requester when the support ticket was created.

    Created

    The date and time when the issue was created.

    Updated

    The timestamp of the last activity associated with the ticket. Activity is classified as any updates made to the ticket by users in your organization, Couchbase Capella Support staff, or Couchbase Capella Support automation.

    Create a Support Ticket

    You can expect a response from Couchbase Capella Support in accordance with the cluster’s Support Plan and Support Time Zone.

    If you cannot create a support ticket, click Contact Us to call Couchbase Support.

    To create a support ticket:

    1. In the navigation breadcrumbs in the Capella UI, click your organization name.

    2. Go to Support.

    3. Click Create Support Ticket.

    4. Configure the Create Support Ticket fields to describe your issue.

      Field Description

      Subject

      Enter a concise subject that summarizes the overall issue and/or the type of support that you’re requesting.

      Description

      Enter a detailed description of your issue.

      Topic

      Select an available category that best fits your issue.

      Impact

      Select the level of impact that the issue is having in your environment.

      Project

      Select either the project that’s associated with the issue, or the project that contains a cluster that’s experiencing the issue. Only the projects of which you’re a member display in this menu.

      Cluster

      Select the cluster that’s associated with the issue. Only clusters from the project that you selected in the Project drop-down display in this menu.

      SDK Type

      If the issue is about interactions between a cluster and your application, select the language and version of the Couchbase SDK that your application is using.

      Choose a file

      Click Choose a file and attach it to the issue, or drag and drop to add a file.

    5. Click Create.

      The newly-created ticket displays in the support ticket summary.

    Escalate a Support Ticket

    If the impact level of your support ticket changes, you have the option to escalate it.

    Go to your support ticket, click Escalate and provide a brief explanation for the escalation.

    You can escalate support tickets on Enterprise and Developer Pro clusters only. You cannot escalate tickets marked as solved or those related to billing or single node clusters.

    If you cannot escalate your support ticket, click Contact Us to call Couchbase Support.

    Discuss a Support Ticket

    Add a comment on your support ticket to message the Support team directly. Use comments to discuss your ticket, offer more detail, ask questions, or address deadlines and potential impacts.

    You can only view comments on support tickets marked as solved. You cannot add comments in this state.

    Verify Support Ticket Status

    Your support ticket’s activity is dependent on its status.

    Go to your support ticket and verify its status in your Support Ticket Summary.

    Status Activity

    Open

    You can view and add comments.

    Awaiting your reply

    You can view and add comments.

    Solved

    You can view comments.

    See Also