Welcome to Fauna's new Support Portal! We've made some improvements to make getting support much easier.
First, and most obviously, we've updated the look and feel to more closely align with our other sites. This should give you a smoother, more intuitive experience.
Secondly, for our Teams and Business users, we've introduced the concept of Organizations. This means that any on your team will be able to collaborate quickly and easily on any support requests you raise. They'll see a list of them in their requests page, on the "Organization requests" tab.
How to get help
The simplest way to get help is to merely email us, at firstname.lastname@example.org. A ticket will be automatically created for you, and one of our experienced Technical Support Engineers will respond right away. You'll receive any updates via email, as well, and there will still be a record you can access at any time on requests page.
Open a ticket
You can also open a ticket directly here, in the Support Portal. This will allow you to set a severity, attach screenshots of any errors, and also provides more formatting options in the WYSIWYG text editor than standard email does.
One important difference between the two options is that support SLAs are only offered on tickets originating in the Support Portal directly. Tickets opened via email will default to a P4 severity. So if you are having a production emergency, please use the Support Portal to contact us.
There is a potential third option, and that is to use our Support API to open tickets without going through the portal or sending an email. If you are interested in this possibility, please reach out to our sales team for more details.
Searching the knowledge base
The new Support Portal also includes an integrated knowledge base. Note that this is not designed to replace our documentation but to enhance it. You can use the knowledge base to find articles with answers and solutions to common problems. Things like:
- How do I report a vulnerability?