This document is your guide to the Docker Support Site at support.docker.com. It steps you through using the site, including managing technical support cases.
Logging in to Docker Support
The Docker Support Site, Docker Hub, Docker Cloud, and Docker Store all use a common Docker ID for the username and password. You must be logged in to the Docker Support Site with your Docker ID to view, create, or modify cases. To start, go to support.docker.com. If you are not already logged in with your Docker ID, you will be redirected to the Docker Hub login page.
If you don't have a login, you will need to create a Docker ID. Follow the instructions from docs.docker.com to do so.
The first time you successfully log into the Docker Support Site, you may be prompted to allow the Docker Support Site to access the profile information from your Docker ID. Click Authorize to continue.
If there are any issues authenticating you to the Docker Support Site you will automatically be redirected to the Account Support Form which can be used to request access and ensure your Docker ID is associated with the appropriate support entitled account. Include your name, email address, and the account which has technical support entitlements.
Viewing Cases and Entitlements
After successful login, you will see all open cases you've created so far (if any). If you don't see any cases and you know you've created them, or you just want to refresh the list, you can hit the "recycle/refresh" button (next to the "New Case" button) to refresh the case list.
There are two views available from this page: Cases and Entitlements.
By default, you will see the Cases view. From the pull-down menu above the list of cases, you have the following sort options:
- All Cases — All cases for you or your organization (if this latter feature has been enabled for your team). This includes closed cases.
- All Open Cases — All open cases for your or your organization
- My Cases — All cases owned by you
- Recently Viewed Cases — Cased you have recently viewed
Click the Entitlements tab at the top of the page to view a list of active support entitlements for your organization.
Click on the Entitlement Name to view details for the entitlement, including cases associated with the entitlement.
Some entitlement names include a node count such as Docker Datacenter with Business Critical Support - 1 Node (1 year subscription). These entitlement names indicate how many nodes are supported with each entitlement — they do not represent the number of those entitlements associated with your account. The Entitlements tab lists each type of entitlement associated with your account, but not the number of each type of entitlement.
Opening a Support Case
You must be logged in to open a support ticket. On the Cases tab, click the New Case button. The following will appear:
By default, you are set as the Contact Name.
For the Entitlement Name, click the search button next to the entry field and select one of your available support entitlements. Only active entitlements are shown.
Provide the following for each new case:
|Urgent (P1)||Any incident which causes a full production outage involving Docker EE, UCP, and/or DTR. P1's for Docker Cloud, and Docker Store are treated as P2's. P1's for open source products are not accepted, and are referred to community support.|
|High (P2)||Any incident which causes high impact to production services or severe impact to non-critical business operations. Usually operations are functional but operating in a degraded state and there is no known way to overcome the impact.|
|Normal (P3)||Any incident which causes moderate impact to business operations. Usually operations are only minimally degraded or fully functional (product usage questions or impact to planned deployments).|
|Low (P4)||Any incident which causes low or no impact to business operations. Usually a general inquiry or recommendation for product enhancement.|
Select the Docker product for the case. If it concerns more than one product, select the primary product affected.
Subject and Description
Lastly, include a subject and description. The subject should summarize the case, and the description should give details.
As you type the subject, similar issues that have already been solved and documented in the Docker Knowledgebase are shown. These recommendations may offer a quick resolution to your issue. If you see a KBase recommendation that applies to your issue, click on it to review the article.
To assist you better, it is recommended that you provide a short summary of your Docker use case as well as a detailed description of the issue you are facing.
Additionally, it helps speed the troubleshooting process when information about your Docker configuration and host environment is provided. For Docker EE, this can be done by using a UCP support dump, which is an archive that contains UCP system logs and diagnostic information. To obtain a support dump:
- Log into the UCP UI with an administrator account.
- On the top-right menu, click your username, and choose Support Dump. An archive will be downloaded via your browser after a brief time interval.
If the user interface is not accessible, you may perform the following steps instead to obtain a single-node version of the UCP support dump:
- Obtain direct CLI access to the Docker daemon on a UCP manager node.
- Run the CLI support tool with the following command:
docker run --rm \ --name ucp \ -v /var/run/docker.sock:/var/run/docker.sock \ docker/ucp:2.1.4 \ support > docker-support-$HOSTNAME.tgz
When creating a ticket, you can attachment a file to it when submitting it. To do so, click Submit & Add Attachment. You will be prompted to select a file to upload. You will be able to add attachments later as well.
After providing the information needed for a new case, be sure to Submit the case so that it is assigned a case number and Docker Technical Support staff are notified.
Responding to Open Cases
Each time Docker Support responds to your case, or anything related to your case changes, you will receive an email. To respond to Docker Support about your case, either
- Reply to the email from your email client. The body of your reply will be added as a case comment. Any files attached to the email will be attached to the case.
- Click on the link in the email and respond by adding a case comment. If you need to attach a file, click on the Attach File button.
Viewing and Updating an Existing Case
After logging into the Docker Support site, you will see a list of your open cases. If you don't see the case you are looking for, use the View pull-down menu to change the list to All Cases, All Open Cases, My Cases, or Recently Viewed Cases. Click on the Case Number or the Subject of the case you want to modify. You will then see the case details:
From the Case Detail page, you can view information about the case as well as perform the following actions:
- Add a Comment
- Attach a File
- View the Case History
The case status can't be changed from this page. To close a case, click the Close Case button. To re-open a case, add a comment or attach a file to it — the status will automatically change back to Open.
Closing a Case
To close a case from the Case Detail page, click the Close Case button at the top of page. On the next page, use the pull-down menu to change the status of the case to Resolved. Click Submit to finish the process.
Re-Opening a Case
If you need to re-opening a resolved case, add a new comment to the case to change the status from Resolved to Open.
What is Supported?
The "Email Support" service level is available to all Docker Cloud users.
If you have questions about opening a ticket or have any issues accessing the site, please open a customer service request for help.
- Subscription Services Agreement -- The legal agreement governing Docker subscription services.
- Commercial Support Service Levels -- The expected responsiveness during support cases based on subscription type.
- Compatibility Matrix -- What combinations of products and versions are supported.
- Maintenance Lifecycle -- Details on when products are supported and for how long.
- Scope of Support -- The types of issues and environments that Docker Support provides technical support for.