Support

Get help directly from the BiOS team through the built-in support ticket system. Create tickets, track their status, and communicate with our support engineers all from your dashboard.

Creating Tickets

To create a new support ticket:

1. Navigate to Support in the sidebar.
2. Click the New Ticket button in the top right corner.
3. Fill in the Subject: a brief summary of your issue or question.
4. Write a Description with details about what you are experiencing, including any error messages, steps to reproduce, or relevant job IDs.
5. Select a Category (Technical, Billing, Training, Datasets, or Account).
6. Set the Priority (Low, Medium, High, or Critical).
7. Click Submit to create the ticket.

Managing Tickets

After creating a ticket, you can track its progress and communicate with our support team:

• View ticket details: click any ticket in the list to see the full conversation thread, status updates, and attached files.
• Reply to tickets: add messages to an open ticket to provide additional context or respond to support team questions.
• Attach files: upload screenshots, log files, or dataset samples (PNG, JPEG, GIF, or PDF, up to 10MB) to help illustrate your issue.
• Close tickets: once your issue is resolved, you can close the ticket. Closed tickets remain accessible in your history for reference.

Ticket Categories