If you have encountered an issue while working on the platform or you need an assistance please send us an e-mail to support@elastic.io.

When you send an e-mail a support ticket will be opened on your behalf and an automated reply would give you the ticket number which you can track by registering in our support portal. The support portal credentials are not the same as your credentials while logged into the platform. If this is the first time submitting an issue a new account will be created for you automatically. If you have submitted an issue before you already have an account - login here.

To help you and us get to the bottom of the issue as quickly as possible we ask you to describe your issue in as much detail as possible. If you don't know where to start, we compiled a list for you to go through before submitting the e-mail.

I can reproduce the issue over and over again

If you can reproduce the issue over and over again then include the following information in your e-mail to support@elastic.io:

  1. The title of the issue - this is not the description of the problem you are facing, but just the title.
  2. Description of the issue - please provide as much information as possible. This description must include the Contract, Workspace and Flow, where the issue happened:
    • Provide minimum required steps to reproduce the issue
    • Provide a screenshot where one can easily see the error
    • Provide the log file in the text format - not a screenshot of the logs
    • Provide the error text - not a screenshot of the text
    • Date and time when the error was first observed
    • Indicate if you have already checked the provided documentation and the solution was not found or was not clear.
  3. Indicate the priority of the event - how soon you need a solution.
  4. Indicate if this is a blocker for your work and the deadline for the solution or the workaround to be in the place.

I can't reproduce the issue

If the issue is not easy to reproduce, please include the exact timeline of the events you have observed. In particular include:

  1. The title of the issue - this is not the description of the problem you are facing, but just the title.
  2. Description of the issue - please provide as much information as possible. This description must include the Contract, Workspace and Flow, where the issue happened:
    • Provide a screenshot where one can easily see the error
    • Provide the log file in the text format - not a screenshot of the logs
    • Provide the error text - not a screenshot of the text
    • Date and time when the error was first observed
    • Error report from the UI or email - please include that as well.
  3. Indicate if this is a blocker for your work and the deadline for the solution or the workaround to be in the place.