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Support

Overview​

Onehouse offers 24/7 support for customers. For the fastest time to resolution, please create a ticket on our support portal. You can also access the support portal via the Onehouse Console by clicking 'Support' on the left navbar.

Ticket Guidelines​

Ticket Description​

Include as many helpful details as possible in the ticket description, including potentially screenshots and logs. When referencing resources in Onehouse, such as Stream Captures, it's best to include the resource name and the project ID (found in the top right dropdown in the Onehouse console).

Ticket Request Type​

Select the Request Type that most accurately represents your ticket.

  • Incident: An issue or bug causing the product to deviate from the expected behavior.
  • Feature Request: A request for new product functionality.
  • Question: A question for the Onehouse team about operating the product or best practices.

Ticket Severity​

Select the Severity that most accurately represents your ticket.

  • SEV 1: Routine production operation down.
    • Example: Critical Stream Captures failing due to a platform issue.
  • SEV 2: Routine production operation degraded.
    • Example: Unable to create Stream Captures due to a platform issue.
  • SEV 3: Important operation impacted.
    • Example: Charts or metrics are not displaying properly in the Onehouse console.
  • SEV 4: Minor operation impacted.
    • Example: UI bug, not blocking a core functionality.