Support And Troubleshooting
Start from the state shown in the product. Most support requests should include the visible state, attempted action, tenant, project, workload or resource ID, and correlation ID.
Do not share tokens, private keys, one-time codes, cookies, provider payloads, or raw secrets in support messages.
Common States
| State | Meaning | Next action |
|---|---|---|
| Access denied | Your role or project membership does not allow the action. | Ask a tenant admin to confirm access. |
| Capacity unavailable | The requested SKU, region, or runtime profile is not currently available. | Choose another option or request quota/capacity help. |
| Billing restricted | Balance, entitlement, or billing policy blocks the action. | Contact the tenant admin or billing owner. |
| Quota blocked | The project or tenant quota is exhausted. | Reduce usage or request a quota change. |
| Provisioning failed | Runtime setup did not complete. | Capture correlation ID and workload ID. |
| Connect failed | Runtime is active but route, SSH, terminal, or app access failed. | Refresh state, retry once, then escalate with route/action name. |
| Release failed | Cleanup needs retry or operator assistance. | Use the visible retry action or support path. |
| MFA recovery needed | Account factor is lost or unusable. | Start recovery and include the recovery request/correlation ID. |
What To Capture
| Problem | Include |
|---|---|
| Sign-in or account issue | username, tenant, visible state, correlation ID |
| Missing project or permission | tenant, project, action attempted, expected role |
| Launch failure | runtime family, SKU/profile, region, project, correlation ID |
| Connect failure | workload ID, route/action clicked, browser timestamp, visible error |
| Billing or quota issue | project, balance/quota state, action attempted |
| Storage issue | bucket or storage resource ID, permission or quota message |
Safe Escalation Template
Tenant:
Project:
User or service account:
Action attempted:
Runtime/resource:
Visible state:
Correlation ID:
When it happened:
What changed recently:
When To Ask A Tenant Admin
Ask your tenant admin when the issue is about project membership, role, quota, budget, stale access, service accounts, or team handoff.
When To Ask Platform Support
Ask platform support when the issue is about capacity, node/runtime health, release cleanup, route availability, provider-backed setup, or an error state that includes a correlation ID but no tenant-admin action.