Support customers wishing to create new support tickets and access our CloudStack Infrastructure Support should do so via the customer portal:

Login To The Client Portal

Here you can search the knowledge base, get updates and create new tickets. If you are logging a Priority 1 (P1) ticket the portal is the best place to do so. It is also possible to email us at support@shapeblue.com

For information on the Priority Levels, please see the table below.


P1 – Critical Severity

Your live, production system is unavailable. This outage causes failure of mission-critical services or resources with no short-term workaround. Unable to carry out functions essential to internal or customer operations, projects cannot be completed, end-users cannot carry out normal, day to day operations.

P2 – Medium Severity

Your live, production system is available and running. A problem is causing minor or limited impact to services or resources. You remain able to carry out functions essential to internal or customer operations, projects can be completed, end-users can carry out normal, day to day operations.

P3 – Low (P3) Severity

No major impact on internal or customer operations, end-users, services or resources.