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Get Support

Support for Servala runs through the Servala Portal, not through email. Every request you submit in the portal becomes a ticket in the Servala support system, where it is tracked until it is resolved. There is no public support email address: use the support form so your request reaches the team with the right context attached.

Open the support form

You need to be logged in to the portal and be a member of an organization. Any member of an organization can submit a support request, regardless of their role.

There are several ways to reach the form:

  • Support in the main menu, while an organization is selected.
  • Get Support in the quick actions on the organization dashboard.
  • Get Support at the top of an instance detail page. This preselects that instance for you.
  • Directly via portal.servala.com/support/. If you are a member of exactly one organization, you land on its support form. If you are a member of several, you are asked which organization the request belongs to.

Support requests are always tied to an organization. Pick the organization the request is about, since it determines which contract and support plan applies.

Submit a request

  1. Open the support form.
  2. Under Related Service Instances, tick the instances your request is about. This field only appears if the organization has at least one instance, and it is optional.
  3. Write your request in the Message field.
  4. Click Submit Request.

A confirmation message appears once the ticket has been created. The team reviews the request and replies by email to the address of your portal account. You do not need to wait on the page.

What gets sent along

Along with your message, the portal attaches technical context so the team does not have to ask for it:

  • The organization the request was submitted for.
  • For each selected instance: the service and instance name, the control plane it runs on, the Kubernetes namespace of your organization, and the instance ID.

You do not need to look up or paste any of this yourself. Selecting the affected instance is enough.

Write a useful message

The more precise the message, the faster the answer. Worth including:

  • What you expected to happen and what happened instead.
  • When the problem started, and whether it is still ongoing.
  • Exact error messages, ideally copied verbatim.
  • What you already tried.
  • Whether the workload is in production, so the request can be prioritized correctly.

If the request concerns a specific instance, select it in the form rather than describing it in prose.

Response times

What you can expect in terms of availability, response times, and escalation depends on the support plan of your organization. The included plan covers office hours (Mon to Fri, 09:00 to 18:00 CET/CEST) via the ticket system without guaranteed response times. Higher plans add prioritization, phone and chat access, and 24/7 on-call coverage. See Service Levels for the available plans and what each one commits to.

If the form does not work

If submitting the form fails, the portal shows an error message with a fallback email address. This address exists only for that case: when the portal is reachable and the form works, use the form, so your request arrives with the organization and instance context attached.