How to get support and submit tickets

Submit all requests and incidents through the Opsflw Customer Support Portal so work can be tracked, prioritized, and escalated correctly.

Before opening a ticket

• Confirm whether this is a service request, defect, or incident.
• Capture affected environment(s), timeframe, and observed behavior.
• Check active maintenance communications and known incidents.

Ticket submission checklist

1. Select severity based on business impact.
2. Add a clear summary and expected vs actual behavior.
3. Include reproduction steps if the issue is repeatable.
4. Attach logs, screenshots, and correlation/request IDs.
5. State business impact and required recovery timeline.

After submission

• Monitor ticket updates in the portal.
• Respond quickly to triage requests for missing context.
• Escalate through your assigned support contacts for high-severity events.

For planned work and expected-impact updates, refer to What is a maintenance window.