# Get help from Cloider support

> Open a support request with the Cloider team from the dashboard, CLI, API or an AI agent, attach files, follow the conversation and reply.

When you need help, open a **support request** to the Cloider team. A request has a subject, a type, the business impact, the product it is about, a description and up to five attachments. You follow the conversation in the dashboard or the CLI, and replies from the team are also emailed to the account.

## At a glance

| | |
| --- | --- |
| **Where** | Dashboard, **Support** (also the question mark icon in the top bar) |
| **Who** | Every member of the account. Every member sees every request of the account |
| **Tools** | Dashboard, `cloider support`, `/api/support` endpoints, the support MCP tools |
| **Attachments** | Up to 5 files per message, 10 MB each: plain text, PDF, Word `.doc`, images or zip |
| **Email** | Team replies are emailed to the account's address |
| **Also** | support@cloider.com |

## Before you begin

Gather what the team needs to help quickly:

- the **name** of the resource (app, cluster, database, bucket, project or domain),
- what you did, what you expected and what happened instead,
- the **exact error message**, and for apps the build or app logs,
- when it started.

Never paste passwords, API tokens, access keys or kubeconfigs into a request.

## Open a support request

**Dashboard**

1. Open **Support** in the sidebar and click **New Request** (or **Submit a request** if you have none yet).
2. Fill in the form:
   - **Subject**: one line, at least 4 characters. For example *Can't access the cluster via web terminal*.
   - **How can we help you?**: the request type.
   - **How is this impacting your business?**: the impact.
   - **Product or Service?**: the product it is about.
   - **Description**: the details, at least 20 characters.
   - **Attachments (Optional)**: drag and drop files, or choose them.
3. Click **Submit request**.

**CLI**

```bash
cloider support create \
  --subject "Deploys of blog stuck in Building" \
  --type QuestionOrIssue \
  --impact Issue \
  --service App \
  --description-file notes.txt \
  --attach build.log
```

```text title="Output"
✓ Opened support request K7QM
```

| Flag | Values | Default |
| --- | --- | --- |
| `--subject`, `-s` | One line | Required |
| `--description`, `-d` or `--description-file` | At least 20 characters; `-` reads stdin | Required |
| `--type`, `-t` | `QuestionOrIssue`, `FeatureRequest`, `DocumentationIssue`, `Feedback`, `Billing`, `NotListed` | `QuestionOrIssue` |
| `--impact` | `Question`, `Issue`, `PartiallyBlocked`, `CompletelyBlocked` | `Question` |
| `--service` | `App`, `Kubernetes`, `Database`, `Bucket`, `Registry`, `Volume`, `LoadBalancer`, `Domain`, `Other` | `App` |
| `--attach`, `-a` | A file path, repeatable, up to 5 files of 10 MB | |

**Terraform**

Terraform doesn't manage support requests. Use another tab.

**API**

```bash
curl -X POST https://cloider.com/api/support/tickets \
  -H "Authorization: Bearer $CLOIDER_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{
    "subject": "Deploys of blog stuck in Building",
    "ticket_type": "QuestionOrIssue",
    "business_impact": "Issue",
    "service": "App",
    "description": "Since 09:00 UTC every deploy of the app blog stays in Building."
  }'
```

```json title="Response"
{"request_id": "K7QM"}
```

With `attachments` (a list of `name`, `type` and `size`), the response also has `presigned_urls` to upload each file to, followed by `POST /api/support/attachments-uploaded`. See [Support endpoints](/api/endpoints/support).

**MCP**

```text title="Prompt"
Open a Cloider support request: deploys of the app blog have been stuck in Building since 09:00 UTC. Attach ./build.log.
```

```json title="Tool call: create_support_ticket"
{
  "subject": "Deploys of blog stuck in Building",
  "description": "Since 09:00 UTC every deploy of the app blog stays in Building.",
  "impact": "Issue",
  "service": "App",
  "attachments": ["/Users/jane/blog/build.log"]
}
```

### Request types

| In the dashboard | API and CLI value | Use it for |
| --- | --- | --- |
| **Product Related Question or Issue** | `QuestionOrIssue` | Questions, errors and anything not working |
| **Feature Request** | `FeatureRequest` | Something you'd like Cloider to do |
| **Documentation issue** | `DocumentationIssue` | A mistake or gap in these docs |
| **Support Experience Feedback** | `Feedback` | Feedback on support itself |
| **Billing/Payment/Pricing Question or Issue** | `Billing` | Invoices, payments, prices |
| **Issue Not Listed** | `NotListed` | Anything else |

### Business impact

| In the dashboard | API and CLI value |
| --- | --- |
| **I have a product related question** | `Question` |
| **I got an error message or an issue is slowing me down** | `Issue` |
| **I have a partial production impact and some work is blocked** | `PartiallyBlocked` |
| **I have a complete PRODUCTION system outage and all work is blocked** | `CompletelyBlocked` |

### Products

The dashboard's **Product or Service?** list offers **Apps**, **Kubernetes**, **Databases**, **Object Storage Buckets**, **Volumes**, **LoadBalancers**, **Domains** and **Other**. The CLI and MCP also accept `Registry` for the container registry.

## Follow a request

**Dashboard**

**Support** lists every request of the account with its **Subject**, **ID**, **Submit date**, **Last updated** and **Status**. Click one to open the conversation, with the details (**Id**, **Status**, **Request Type**, **Service Type**, who it is **Assigned to**) beside it.

**CLI**

```bash
cloider support list
cloider support get K7QM
```

```text title="Output"
SUBJECT                             STATUS      SERVICE  IMPACT  UPDATED
Deploys of blog stuck in Building   InProgress  App      Issue   2026-10-20 09:41
```

`cloider support list -o wide` adds the request ids.

**Terraform**

Terraform doesn't manage support requests. Use another tab.

**API**

```bash
curl -H "Authorization: Bearer $CLOIDER_TOKEN" https://cloider.com/api/support
curl -H "Authorization: Bearer $CLOIDER_TOKEN" https://cloider.com/api/support/tickets/K7QM
```

The second call answers with the `ticket` and its `replies`.

**MCP**

```json title="Tool call: get_support_ticket"
{"ticket_id": "K7QM"}
```

`list_support_tickets` lists every request.

### Request statuses

| Status | Meaning |
| --- | --- |
| **Open** | Received and being looked at by the support team |
| **InProgress** | A support agent is actively working on it |
| **Pending** | The team is waiting for information or action from you |
| **WaitingForReply** | The team is waiting for your reply |
| **OnHold** | Paused, waiting on an external factor or an internal decision |
| **Resolved** | The team believes it is resolved and is waiting for your confirmation |
| **Closed** | Resolved and confirmed, or no further action is needed |
| **Reopened** | Closed before, opened again because the problem came back |
| **Cancelled** | Won't be worked on, for example a duplicate |

## Reply to a request

**Dashboard**

Open the request, type in **Add to conversation...**, attach files if needed, and click **Reply**.

**CLI**

```bash
cloider support reply K7QM --message "It started after I changed the Dockerfile." --attach Dockerfile
```

**Terraform**

Terraform doesn't manage support requests. Use another tab.

**API**

```bash
curl -X POST https://cloider.com/api/support/tickets/K7QM/reply \
  -H "Authorization: Bearer $CLOIDER_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{"reply_text": "It started after I changed the Dockerfile."}'
```

**MCP**

```json title="Tool call: reply_support_ticket"
{"ticket_id": "K7QM", "message": "It started after I changed the Dockerfile."}
```

Download an attachment from the dashboard by clicking it, or with `cloider support attachment <attachment-id>` (ids are listed by `cloider support get K7QM -o wide`).

## Things to know

- **Requests belong to the account.** Every member sees and can reply to every request of the account, and requests and replies are made in the account's name.
- **Replies are emailed to the account's address**, the Owner's, with the subject `Re: [#K7QM]: <subject>` and a link to the request.
- **A Read API token can't open or reply to requests**, because those are write requests. Use a Read & Write token, or the dashboard.

## Troubleshooting

| Message | Fix |
| --- | --- |
| `Subject must not be shorter than 4 characters!` | Write a longer subject. |
| `Description must not be shorter than 20 characters!` | Add more detail. |
| `Only maximum of 5 files are allowed per submission, zip the files if you need more!` | Attach at most 5 files, or zip them. |
| `File (<name>) exceeded the allowed size of 10MB!` | Compress or trim the file, or split it across messages. |
| `File (<name>) type is not allowed, you can zip it before uploading!` | Only plain text, PDF, Word `.doc`, image and zip files are accepted. Zip other files, such as `.docx` files, before attaching them. |
| `Request submitted but attachments did not upload successfully!` | The request exists; add the files again in a reply. |
| `Support request not found!` | The id is wrong, or the request belongs to another account. Check which account you are in. |

## Next steps

- [Troubleshooting](/reference/troubleshooting): fixes for the most common problems.
- [FAQ](/reference/faq)
- [Notifications](/account/notifications): the emails Cloider sends.