How to Submit a Support Request using the jBilling Support Request Form

The Support Request Form

Please follow the guidelines below to fill in the jBilling Support Request Form.

CC Field

Include any email address you would like to receive ticket updates. Users in CC can also reply and add context to the ticket.

Subject

Provide a short title that describes your support request. The subject entered here will also become the subject of the email thread.

Description

Add as many relevant details as possible. The more information you provide, the easier it will be for our support staff to start working on a solution.

Priority

This is a required field.

Please select the appropriate Priority level based on the following matrix::

Priority	Priority/Severity Description
Urgent	Severity level 1 Errors resulting in 100% loss of functionality of the jBilling service. No reasonable workaround is available. Reported problems involving security breaches. For avoidance of doubt, errors related to the user interface or visual defects will never be considered severity 1 or urgent errors.
High	Severity level 2 The error impacts critical features and functionality resulting in the jBilling service being significantly restricted in use. In order to be a severity 2 level error there must be no workaround or alternative workflows that can be implemented to resolve the problem. For avoidance of doubt, errors related to the user interface or visual defects will never be considered severity 1 or urgent errors.
Normal	Severity level 3 Error may be circumvented by implementation of a workaround without major difficulties or if the error concerns minor functionality issues of the jBilling service.
Low	Severity level 4 Cosmetic issues relating to non-urgent questions.

Environment

Select the appropriate environment from:

Production: The issue you are reporting occurs in the live environment and can affect your customers or end users.
Staging: The issue you are reporting occurs in a pre-production and environment and may prevent you from deploying to a live environment.
Test: The issue occurs in a test environment only.

Error message

Please copy and paste any error messages or notifications you have received. If your error appears in a log file, you can use the attachments below to send us your log file(s).

Steps to reproduce

This is a required field.

Please provide a step-by-step sequence of events to reproduce the issue you are experiencing. An ordered list is most helpful.

Attachments

You can attach any type of file, up to a 50mb limit. Screenshots, .csv, .xlxs, pdfs, etc. are all accepted.

IMPORTANT: File(s) that might be detected as malicious are not permitted and will be stripped by virus scanners. If you must submit files such as .exe or .bat files, please compress and attach them in a .zip folder instead.

Confirming Successful Submission

Once you click Submit, you should be redirected to the ticket page. You should see something like this:

From here, you can:

See the created data and time, as well as the last Activity time.
Your ticket ID.
The ticket's current status.
Click Add to conversation if you need to add any additional information (including attachments) or to reply to a message from the jBilling support team.
Note: When a ticket is created, an email notification is sent to the requester and CCs. You can also reply and add attachments via email.

Email Support

You can email us for support at help@appdirect.com, however the best way to start a support request is by submitting the form above.