Use the portal for existing customer cases
- license retrieval or reissue questions
- release and upgrade follow-up tied to an existing entitlement
- threaded troubleshooting with attachments, notes, and status updates
Support docs
Know when to use portal support, when to start a public intake, and what information makes a case move faster.
Public support guidance exists to set expectations early. The best support loops come from clear version context, reproducible detail, and a shared understanding that the customer remains in control of the self-hosted environment.
Use the public intake routes for pre-portal work
- enterprise packaging or procurement review
- support add-on requests for response targets and guided troubleshooting
- security questionnaires and migration assessments before procurement or rollout
What good tickets include
- Cerberus version and deployment mode
- what changed before the issue appeared
- clear symptoms, timestamps, logs, or screenshots where useful
Support is advisory
- support guidance does not transfer operational control of your environment
- response targets are not guarantees of resolution, uptime, or business outcome
- high-impact actions still need your own review, approvals, and rollback planning