# Support Cases

Here you’ll find the necessary information to request the appropriate support for your needs within the **Skyone Support System**.

On the platform, go to the **"Support Cases"** menu and follow these steps:

1. Click "**Open Case**". 

<figure><img src="/files/I6iB9OE0TAe62lx8QJwO" alt=""><figcaption></figcaption></figure>

{% hint style="warning" %}
Important: Complete the following fields carefully, as they determine the support team assigned to your case.
{% endhint %}

2. Select the appropriate fields:

* **Department:**
  * **Technical:** for product and service issues
  * **Accounts and Billing:** for administrative matters
* **Support Method:**&#x20;
  * **Ticket:** You will receive support directly through messaging on the platform.
  * **Phone:** You will receive a call from one of our support representatives.
* **Occurrence:** Complete the fields according to your needs. The process is documented in two tabs, based on the department selected: **Technical** and **Accounts and Billing**.

{% tabs %}
{% tab title="Técnico" %}

* **Service:** Select the Skyone service you need support with (e.g., Data, Cloud Computing, Accounts, etc.).
* **Topic:** Choose the topic (e.g., Autosky, Data Stack, etc.).
* **Item:** Select the item (e.g., Request, General guidance, etc.).
* **Category:** Choose the item category (e.g., Other requests, Access issues, etc.).

**Additional fields:**\
When selecting certain topics in the **Cloud Computing** service, filling in the following fields becomes mandatory:

* **Environment Status:** Indicate whether the environment is in Production or Deployment.
* **Client Company:** Enter the name of the company corresponding to the ticket. Read more.
  {% endtab %}

{% tab title="Accounts and Billing" %}

* **Topic:** Billing and invoicing, cancellation, or contract
* **Item:** Request or General guidance
* **Category:** Questions, invoice, renewal, contract termination, among others.
  {% endtab %}
  {% endtabs %}

<figure><img src="/files/pkICHIBowS2hl1Ctzd2h" alt=""><figcaption><p>Support Case Example</p></figcaption></figure>

3. After selecting the fields, click **“Next”** to provide more details about the request.

<figure><img src="/files/VJwlg7wPUBalh5igHwOu" alt=""><figcaption></figcaption></figure>

* **Support Case Subject:** Write a clear subject to help with identification.
* **Message:** Describe the issue or request with all necessary details.

{% hint style="success" %}
Use formatting tools (italic, bold, and/or underline) to highlight important information.
{% endhint %}

* **Recipients** (optional): If desired, add colleagues from your company who should also receive messages related to the case.
* Finally, attach any files that could help provide context for your request, such as screenshots or videos (optional).

{% hint style="success" %}
Accepted file formats: image/\*, .pdf, .csv, .txt, .xlsx, .xls, .doc, .docx, .zip, .rar, .pfx, .mp4, .mkv, .avi, .mov, .webm.&#x20;

You can upload up to 5 files, with a maximum size of 10MB per file.&#x20;
{% endhint %}

6. To complete, click "**Create Case**".

Done! You have opened a case, and the support team will contact you according to your chosen support method.


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