How do I initiate a support request?

Please sign up to Hazelcast support using your corporate e-mail. 

To initiate a support request, we recommend that you use the Hazelcast Support Portal. This will allow you to select the appropriate severity level. For this reason, all urgent requests are required to be submitted via our Support Portal.

You may also open a ticket by sending an email to [e-mail], however, tickets submitted by email do not allow you to select a severity level and thus will be automatically categorized as Level 3 issues.

When submitting a ticket with Hazelcast, to reduce back and forth and speed time to resolution, please provide as much information and data as possible. For example:

• detailed description of incident
• what happened
• when did it happen
• were any changes made leading up to the event
• did you observe any other systems having issues
• what is the impact of the issue
• do you have any ideas about what may have caused the issue
• details of your use case
• Hazelcast configuration files
• Hazelcast logs

While the above are almost always needed, the following may be required depending upon the specifics of the issue

• thread dumps from all server nodes
• heap dumps
• networking logs
• reproducible test case

Upon submission of a support request, you will receive an automated response from the ticketing system confirming receipt, and all subsequent communication will be managed via emails to and from the [e-mail] address, or via the Support Portal.

Your communications with Hazelcast will be tracked in the ticket system and available for review by logging into the Support Portal. Depending upon the nature of the issue, you may be contacted to schedule a web-based screen sharing session or a phone call to collect additional information or for further discussion.