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Ticket Center ​

Easily submit and manage your support requests through the Ticket Center. For detailed information about our support team and how the Ticket Center work, please visit the Cloud-IAM Technical support team page.

How access to ticket center ​

To access your Ticket Center:

  1. Open Cloud-IAM console
  2. Navigate to Support
  3. Then select Tickets

You can now view both open and closed tickets, as well as submit new support requests directly from the Ticket Center.

Cloud-IAM Console - Tickets Center
Cloud-IAM Console - Tickets Center

Access Requirements for Tickets centre

Access to the tickets center feature requires:

  • An active Cloud-IAM Console account linked to the organisation that own the deployment
  • A support level that includes ticketing privileges

Learn more on the Cloud-IAM Pricing page.

How to submit new support requests ​

To submit a new support ticket via the Cloud-IAM Console:

  1. Follow the steps in the How access to ticket center section
  2. Click on + Open New Ticket to launch the ticket form
  3. Select a category that best describes your request (e.g support, incident)
  4. Enter a clear subject for your ticket
  5. Fill in the ticket description, providing as much detail as possible
    (You can also attach files to help clarify your issue or request.)
  6. When you're ready, click on Submit New Ticket,

Once submitted, your request will be routed to the Cloud-IAM support team for processing and follow-up.

Cloud-IAM Console - Submit new support ticket
Cloud-IAM Console - Submit new support ticket

Sensitive data request?

Some conversation with our support might require the exchange of sensitive data, please refer to sensitive data exchange article.

E-mail ​

You can contact directly our technical support team by e-mail on this following address : support[at]cloud-iam.com

How to submit sensitive data exchange ​

To protect sensitive information, Cloud-IAM uses GPG encryption. This ensures your data is transmitted securely and can only be read by our support team.

To avoid letting this information reside in clear in the mailbox, we use GPG to crypt / decrypt this data.

Send sensitive data to the support ​

Firstly, import our public key:

shell
$ gpg --keyserver keyserver.ubuntu.com --search-key support[at]cloud-iam.com
...
gpg: key ...: public key "Cloud-IAM Support Team <support[at]cloud-iam.com>" imported
...

Then, crypt and sign the file with the following command:

shell
$ gpg --output secret-files.txt.gpg --encrypt --recipient support[at]cloud-iam.com secret-files.txt
$ shasum -a 256 secret-files.txt | awk '{print $1}' > secret-files.txt.sha256sum
$ gpg --output secret-files.txt.sha256sum.sig --sign secret-files.txt.sha256sum

The file secret-files.txt.gpg is now crypted and only Cloud-IAM Support Team will be able to decrypt and read it 👌. If you associate the secret-files.txt.sha256sum.sig file, we will ensure the file has not been compromised.

Receive sensitive data from the support ​

If you don't have yet a GPG key, please follow the instructions to export the public key.

shell
$ gpg --full-generate-key
...
$ gpg --output public.pgp.txt --armor --export my-email@acme.inc
$ cat public.pgp.txt
-----BEGIN PGP PUBLIC KEY BLOCK-----
mQINBGO11joBEADbD27LqRZSbEUkldKTY7xRmfyxQf8M6RD8vVnfXzb/Crz9xXKh
B55u970F/9pTRt/x96TwOMEFtiQ+hVodyf8ON9T5j519sB/uyeq4GnLA6NuxRUy+
...
-----END PGP PUBLIC KEY BLOCK-----

Send us the content of the file public.pgp.txt or publish it on a public key server such as keyserver.ubuntu.com and then send us the email associated with your public key.

When you will receive the encrypted data, you simply need to run the following command to get them in clear:

shell
$ gpg --decrypt sensitive-data.txt.gpg --output sensitive-data.txt