> For the complete documentation index, see [llms.txt](https://docs.up-network.ch/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.up-network.ch/documentation/en/guides/how-to-open-a-support-ticket.md).

# Open a support ticket

## Submit your request

1. Log in to [BILLmanager](https://manager.up-network.ch/billmgr).
2. Open the tickets section or the ticket creation action available on the home page.
3. Choose the relevant service and appropriate department.
4. Provide a precise subject, indicate the impact and complete the message.
5. Check any instructions displayed, then submit the ticket.

For a sales enquiry without an account or a login problem, use [the Contact page](https://up-network.ch/contact) or <mail@up-network.ch>.

## Useful information

State the expected result, observed problem, start time with timezone, service or domain, checks already performed and exact error message. Add logs or a screenshot if they help explain the incident.

The priority should reflect the actual impact: general question, degraded service or production outage. Response times and on-call coverage depend on the [service and contract](/documentation/en/infrastructure/support.md).

## Example message

```
Subject: VPS inaccessible over SSH since 14:10, Swiss time
Service: identifier shown in my client portal
Impact: production application inaccessible
Start: date and time, Europe/Zurich timezone
Observation: timeout on the SSH port; console accessible
Checks: VPS status, network and local firewall
Attachments: exact message and network diagnostics
Expected result: identify the cause and restore access
```

Hide passwords, private keys, recovery codes and unnecessary personal data. For temporary access to the operating system, agree on a secure channel with the team.

Follow the replies and respond in the same ticket to preserve context. The [infrastructure status page](https://status.as213929.ch/) also lets you check whether a known incident affects the service.

Updated on 3 October 2026. References: [client portal](https://manager.up-network.ch/billmgr), [contact](https://up-network.ch/contact).