# Get support for your WEKA system

Get help from the WEKA Customer Success Team for outages, performance issues, and product questions.

### Before you begin

* Create an account in the [Support Portal](https://support.weka.io/).
* Enable [WEKA Home - The WEKA support cloud](/monitor-the-weka-cluster/the-wekaio-support-cloud.md) for each licensed cluster, if possible.
* Collect the cluster version, deployment type, impacted filesystem or protocol, and the time the issue started.
* Note any recent changes such as upgrades, network changes, or workload changes.
* Upload diagnostics if you can. For details, see [Diagnostics management](/support/diagnostics-management.md).

{% hint style="info" %}
WEKA provides remote support as part of the SLA.

The SLA applies to WEKA software issues. Hardware-related issues depend on the hardware provider response and timelines.
{% endhint %}

### Choose a severity level

Select the severity that matches the current business impact:

* **Severity 1:** A service outage or critical issue that stops business operations or risks data integrity.
* **Severity 2:** A major degradation or performance issue that impacts production.
* **Severity 3:** A limited feature issue or minor system impairment.
* **Severity 4:** A question, documentation issue, or product improvement request.

### Open a support case

1. Identify the severity level.
2. Choose the contact method that matches the severity.
3. Include the key environment and impact details in the ticket.

{% tabs %}
{% tab title="Severity 1" %}
For a Severity 1 issue, call WEKA Support and open a ticket in the Support Portal.

1. Call **+1 (844) 392-0665**.
2. Leave a voicemail if the call is not answered immediately. It is routed to the active support team.
3. Open a ticket in the [Support Portal](https://support.weka.io/) and select **Severity 1**.
4. Add the business impact, start time, and affected environment to the ticket.

Track ticket updates in the Support Portal.
{% endtab %}

{% tab title="Severity levels 2, 3, and 4" %}
For Severity 2, Severity 3, and Severity 4 issues, use the Support Portal or email.

1. Open a ticket in the [Support Portal](https://support.weka.io/).
2. Select the severity that matches the issue impact.
3. Add the cluster details, observed behavior, and recent changes.

You can also send email to <support@weka.io>. Email creates a ticket in the Support Portal automatically.

Do not use email for critical Severity 1 issues.

{% hint style="info" %}
For feature requests, contact your sales team.
{% endhint %}
{% endtab %}
{% endtabs %}

### Prepare information for faster resolution

Include the following details in every support case:

* Cluster version and deployment type.
* Affected filesystem, protocol, or workload.
* Exact time the issue started.
* Error messages, alerts, or user-visible symptoms.
* Recent changes in software, hardware, network, or workload.
* Whether diagnostics were uploaded to WEKA Home.

### Escalate an active case

Escalate an active case if the business impact increases or you need management attention.

1. Call **+1 (844) 392-0665**.
2. Select the escalation option or leave a voicemail.
3. Include the ticket number and the reason for the escalation.

WEKA uses a follow-the-sun support model. An available manager handles the escalation based on time zone coverage.

### Related topics

* [WEKA Home - The WEKA support cloud](/monitor-the-weka-cluster/the-wekaio-support-cloud.md)
* [Diagnostics management](/support/diagnostics-management.md)
* [Release support and commitments](/support/release-support-and-commitments.md)


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