Contact & Escalation
Support portal
The primary channel for all support requests is the OSC Support Portal. Submit a ticket at any time — the portal is available 24/7.
When submitting a ticket, please include:
- Your OSC project name
- Affected resource (Shoot cluster name, extension name, etc.)
- Description of the issue and steps to reproduce
- Observed vs. expected behaviour
- Timestamps (UTC)
- Relevant log excerpts or screenshots
For non-urgent enquiries not related to active incidents, you can reach us by email 24/7. Contact details are provided in your OSC onboarding documentation.
Emergency escalation
For P1 critical incidents (production system completely down, data loss, or security breach), use the 24/7 emergency hotline. Contact details are provided in your OSC onboarding documentation.
Feedback
We welcome feedback on the platform and this documentation. To suggest improvements or report inaccuracies in the docs, open a support ticket with the category "Documentation".