Open a support ticket

Preview

First of all, for reasons of quality and traceability, any request for change, assistance or Incident must be the subject of a ticket number opened with our support team.

Please note!
In all cases it is imperative to report the incident and that a ticket is created, otherwise the countdown linked to the SLAs (GTD, GTI and GTR) will not be able to start.

• An Incident or a request = a Ticket
• All email and/or telephone exchanges must reference your ticket number.

Prerequisites

To open your Ticket you will be asked to provide certain information listed below:

When opening a ticket, It is imperative to provide the "required information" Information required Example Your company name CLOUD FOR BUSINESS DIRECTORATE Your organization name FCA_VDR_PHAREOUEST Your OCB contract number OCB00002045 Your Support Level Standard / Bronze / Silver / Gold Priority Critical / Major / Standard / Minor Customer Impact Critical / Major / Standard / Minor Ticket Title Ticket Type Network incident, Storage, password, ... Description and Summary of the tests carried out
How do I find information related to my Cloud avenue contract? Connect to your Cloud Customer Area Click on the “Dashboard” tab Search the list of contracts / Filter section on your contract All necessary information is displayed to open a Support Ticket.
Reminder: For reasons of quality, traceability and rapid support, please communicate the Ticket number systematically in your exchanges with our teams.

Open a Ticket:

Prerequisites: You must have valid access to the Cloud Customer Area. If this is not the case, follow the instructions in the Cloud Customer Area to reset your connection credentials. In case of problems: Temporarily, you can open an Incident or Change ticket by email or telephone by contacting support. In this case, it is necessary to fill in all the information described in the prerequisites We advise you to open a ticket by email if you cannot open tickets from the Cloud Customer Area
Standard Ticket opening procedure: Connect to your “cloud customer area” Select the Requests menu Select My Infrastructures Click on Create a request	https://cloud.orange-business.com/offres/espace-client-cloud-guide-user-section-demandes/
You can: Report an incident Make an order (Technical gestures / Catalog) Request a Change

In case of problems

Open a Ticket by Phone: If you have difficulty opening a Ticket from the cloud customer area, it is possible to contact support by telephone. To do this, you will need to provide your contract information as explained in the Prerequisites section above	- Contact Support by Phone: +33 (1) 85 14 93 56
Open a Ticket by Email: In case of difficulty opening a Ticket via the cloud customer area. it is possible to contact support by email. To do this, You must provide your contract information in the email as explained in the Prerequisites section above	- Contact Support by email: obs-cloud-z3.servicedesk@orange.com

Premium Support (Bronze, Silver, Gold):

If you have subscribed to a Gold, Silver or Bronze support option, the “Cloud Expertise” team supports you. For your Cloud Expertise requests and support For Critical ticket escalations. For that, Contact the support teams (see above) to receive the contact email for the “Cloud Expertise” cell and chat live. Otherwise, ask support to enable the "Cloud Expertise" team in your ticket in addition to support. 'Reminder:To find your contract information such as your support level, connect to your Cloud Client area > Dashboard > Filter on your avenue cloud contract > Contract details > ' Support. You can Change Support Level from the Catalogue tab.

Creating the ticket from the customer area: >> Watch the Incidents-fixe application video (declaration) (orange-business.com)

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