This guide explains how to raise a support ticket, what information to include, and what to expect once you have.
Where to go
| Support portal | https://support.datavault.com.pk |
| Knowledge base | https://support.datavault.com.pk → Knowledge base |
All support requests go through the portal. We don't accept tickets by email, direct message or phone — the portal prompts you for the details our engineers need to start work immediately, which means a faster answer for you.
Bookmark the portal address now, before you need it.
Before you raise a ticket
Search the knowledge base first. Common issues — connection errors, access problems, quota limits, configuration questions — are documented with step-by-step fixes. You'll often get an answer in under a minute rather than waiting for a reply.
If the knowledge base doesn't cover it, raise a ticket.
Submitting a ticket through the portal
- Go to https://support.datavault.com.pk
- Click Submit a ticket
- Complete the form (see the field guide below)
- Attach any logs, screenshots or error output
- Complete the reCAPTCHA and click Submit
You'll receive an email confirmation with your ticket number.
Logging in first
You can submit a ticket without logging in, and during an outage you should — don't let a forgotten password delay a report.
That said, logging in is worth doing when you can. It lets you see all your open and past tickets in one place, reply in the portal rather than by email, and track progress without waiting for a notification.
If you don't have portal access yet, contact your Data Vault account manager and we'll set you up.
Field guide
Requester
Your email address. Use your work address — it links the ticket to your organisation's account and lets us see your environment.
Subject
One line describing the problem. Be specific.
- Good: "GPU cluster gpu-prod-03 unreachable since 14:20 UTC"
- Less useful: "Urgent problem"
Service
Which Data Vault service the issue relates to:
- GPU as a Service
- AI Models Token Factory
- Cloud VMs
- Database as a Service
- VPC & Network (Firewall)
- Other
If the issue spans more than one, choose the one where you first noticed it and mention the others in your description.
Request Type
What kind of ticket this is. This determines how it's handled, so it matters more than it looks.
| Choose | When |
|---|---|
| Something is broken | An existing resource has stopped working or is behaving incorrectly |
| New resource request | You need something provisioned — a VM, database, GPU allocation, VPC or firewall rule |
| Quota or limit increase | You've hit a limit and need it raised |
| Question or how-to | You need guidance but nothing is broken |
| Billing or account | Invoices, payments, account changes |
Impact
How badly this is affecting you. Please choose accurately — this sets the priority of your ticket, and over-stating it means genuinely urgent problems from other customers queue behind yours. We may adjust it if it doesn't match the description.
| Choose | When |
|---|---|
| Production down | A production service is completely unavailable. No workaround exists. |
| Production degraded | Production is working but impaired — slow, intermittent, or partially failing. A workaround exists but isn't sustainable. |
| Non-production | The issue affects development, staging or testing only. |
| N/A | Nothing is broken — a request, question or billing matter. |
A useful test: if you could reasonably wait until tomorrow morning, it isn't Production down.
Describe your issue or request
The most important field. Please include:
- When it started — date and time, with timezone
- The exact error message — copy and paste it rather than paraphrasing
- What changed recently — deployments, config changes, scaling events, new firewall rules
- What you've already tried
- Scope — one resource, or several? One user, or everyone?
Resource name or ID
The name or identifier of the affected resource — VM name, VPC name, GPU cluster, database instance or model endpoint.
Never paste API keys, passwords, tokens or connection strings into a ticket. If you need to reference an API key, give us the key ID only — never the key itself. If we need a credential, we'll arrange a secure way to share it.
Leave blank if it doesn't apply.
Requested configuration
Only for provisioning and quota requests. Tell us what you need:
- GPU: type, count, duration
- VM: size, OS, region, storage
- Database: engine, version, size, backup requirements
- VPC / firewall: CIDR range, rules, source and destination
Needed by
Only for requests. The date you need it in place. Realistic dates help us plan; everything marked urgent means nothing is.
Attach files
Use Attach files for logs, screenshots, config exports or diagnostic output. A log attached at submission often saves a full day of back-and-forth.
What happens next
- You receive an automatic confirmation with your ticket number
- Your ticket is prioritised based on Request Type and Impact
- A support engineer reviews it and responds
- You'll be notified by email of every update
- The ticket is resolved and closed once you confirm the fix
Response times
Tickets are prioritised by Request Type and Impact, with production outages taking precedence over requests and questions. You'll be notified as soon as your ticket is picked up.
Tracking your tickets
Log in at https://support.datavault.com.pk and go to Tickets to see everything you've raised, its current status, and the full conversation history.
To add information to an existing ticket, open it in the portal and add a reply there. Please don't open a new ticket for the same issue — it splits the history and slows things down.
Email notifications keep you informed of updates, but replies should be made in the portal so everything stays on one ticket.
Five things that get your issue resolved faster
- Attach the logs. The single biggest time-saver.
- Give exact resource names. Not "the production database" — the actual instance name.
- Include timestamps with timezones. "This morning" means different things to different people.
- Tell us what changed. Most incidents follow a change.
- Use Impact honestly. It's how we know what to work on first.
Questions about this process
Raise a ticket at https://support.datavault.com.pk with Request Type set to Question or how-to, or speak to your Data Vault account manager.
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