We help you resolve issues with your hosted platform, including your CMS environment, Azure infrastructure and Azure DevOps. When you raise a request, we work with you to understand the problem and recommend a course of action.
To find out what we can help with, see Understanding what Dataweavers support covers.
Contact options
| Method | Details | Best for |
|---|---|---|
| Support portal | Sign in or register | Most requests. You can set a priority and track every ticket in your organization. |
| support@dataweavers.com | Raising a request when you can't access the portal. | |
| Phone | See the regional numbers below | Following up on urgent issues and P1 incidents. |
Regional phone numbers
| Region | Number |
|---|---|
| APAC | +61 483 901 121 |
| UK & EMEA | +44 7400 374 066 |
| US & Canada | +1 888 817 3688 |
If you phone us about a P1 incident, follow up by raising a ticket so we have a record of it.
How to register for the support portal
Registering lets you:
- view and respond to every ticket raised by your organization
- set a priority when you submit a ticket
- read knowledge base articles that aren't publicly available.
To register:
- Select Sign in at the top right of this page.
- Select Sign up.
- Enter your name and email address.
- Open the welcome email and verify your address, then sign in.
How to submit a ticket
- Sign in to the support portal.
- Select Submit a request.
- Fill in the details (see What to include in your request below) and attach any files.
- Optionally, set a priority. See Dataweavers support models and SLAs for the definitions.
- Select Submit.
What to include in your request
The more detail you give us, the faster we can prioritize and resolve your request.
About the issue
- The exact error, with full screenshots or a screen recording
- Exact URLs
- Where it happened: CMS feature, Azure DevOps feature, or section of the website
- The date, time (with time zone) and environment, so we can check logs
- What you were doing at the time. For example, were you editing, or had the session been idle?
- Your browser
- What you expected to happen and what actually happened
- Anything you've already tried
About the impact
- Deadline: when you need it resolved
- Impact: which environment is affected and the business impact
- Dependencies: any other work this is holding up
How to raise an urgent request
Check the priority definitions in Dataweavers support models and SLAs first. That article also covers our target response times.
- Portal: set the priority to Urgent.
- Email: include Urgent or Critical in the subject line.
- Phone: call your regional support number. For a P1 incident, follow up with a ticket.
How to see all your organization's tickets
- Sign in to the support portal.
- Select your profile icon, then Requests.
- Select Organization requests.
- Select Follow to get email updates on all your organization's ticket activity.