How do I get access to the ticket portal?

If this is the first time logging into the support portal, select ‘forgot password’. You will need to enter your email address in order to receive an email to set your new password.

Submitting a ticket

You can submit a ticket by either going to the support portal or emailing cloudsupport@mediatemple.net.

What to include in the ticket?

The more information you provide the quicker we can resolve the issue or provide you with technical guidance. In most instances the “cloud way” of doing things is going to be different than if you were hosting on a single server environment. So it’s useful to describe the outcome you’re looking for and let us design how to implement that on your AWS environment.

An example of this type of ticket is, “My traffic will increase on Friday and I need to be able to handle the spike.”

How will you know when a ticket has been updated?

You will be notified via email when Media Temple has updated or responded to your ticket.

Where can I see past tickets? And why I might want to?

Out ticketing system is a great place to see all the discussions, decisions, and actions taken in your environment. In some cases our engineers will provide detailed instructions on how to perform certain tasks in your environment, such as uploading new code or syncing between staging and production. You can review all of your past tickets by going to your support portal.

Phone Support

If you need immediate assistance, you can call 310.841.5500 to speak to a member of our support team.

Questions? customersuccess@mediatemple.net