diff --git a/content/manuals/support/_index.md b/content/manuals/support/_index.md index 89bf197388de..1343ba394f85 100644 --- a/content/manuals/support/_index.md +++ b/content/manuals/support/_index.md @@ -3,8 +3,8 @@ title: Get support for Docker products linkTitle: Support description: >- Find Docker support options, including paid subscription response times, - severity levels, Docker Desktop support scope, and community resources. -keywords: docker support, contact support, subscription support, premium + the Support portal, Docker Desktop support scope, and community resources. +keywords: docker support, support portal, subscription support, premium support, support response times, severity levels, community forums, docker desktop support weight: 50 @@ -13,26 +13,46 @@ params: group: Accounts and admin --- -Docker offers multiple support channels depending on your subscription level -and needs. +Docker offers multiple support channels depending on your subscription +level and needs. + +## Community support + +All Docker users can seek support through community resources, where +Docker or the community responds on a best-effort basis: + +- [Docker Community Forums](https://forums.docker.com/) +- [Docker Community Slack](http://dockr.ly/comm-slack) ## Paid subscription support All Docker Pro, Team, and Business subscribers receive email support for Docker products. +> [!TIP] +> +> Before reaching out for support, review the troubleshooting documentation +> for your product. + +Paid subscribers create and track cases in the +[Docker Support portal](/manuals/support/portal.md). +[Who gets access](/manuals/support/portal.md#who-gets-access) covers +enrollment, including automatic access for Premium Support. See +[Severity levels](/manuals/support/portal.md#severity-levels) and +[Case statuses](/manuals/support/portal.md#case-statuses) on that page. + ### Support response times -- Docker Pro: 5 business day response -- Docker Team: 2 business day response, 24×5 availability -- Docker Business: 1 business day response, 24×5 availability +- Docker Pro: within 5 business days +- Docker Team: within 2 business days, 24×5 availability +- Docker Business: within 1 business day, 24×5 availability -Docker Verified Publisher (DVP) organizations follow the response times for -their Docker Pro, Team, or Business subscription. Without one of those +Docker Verified Publisher (DVP) organizations follow the response times +for their Docker Pro, Team, or Business subscription. Without one of those subscriptions, the following response times apply: -- DVP Starter: 3 business day response -- DVP Growth: 2 business day response, 24×5 availability +- DVP Starter: within 3 business days +- DVP Growth: within 2 business days, 24×5 availability > [!TIP] > @@ -40,32 +60,6 @@ subscriptions, the following response times apply: > available as an add-on for > [Docker Business and Docker Hardened Images subscribers](https://www.docker.com/pricing?ref=Docs&refAction=DocsSupport). -### Support severity levels - -| Level | Description | -| :--- | :--- | -| Critical | Widespread or company-wide service outage affecting many customers or all users within a single organization. Business operations are halted with no workaround available. | -| High | Team or department-level impact preventing significant users from accessing core functionality. Severe business impact with no workaround available. | -| Medium | Individual user or small group impact causing partial loss of functionality. Business operations continue, often with workarounds available but reduced productivity. | - -### Request support - -> [!TIP] -> -> Before reaching out for support, review the troubleshooting documentation -> for your product. - -If you have a paid Docker subscription, -[contact the Support team](https://hub.docker.com/support/contact/). - -## Community support - -All Docker users can seek support through community resources, where Docker -or the community respond on a best-effort basis: - -- [Docker Community Forums](https://forums.docker.com/) -- [Docker Community Slack](http://dockr.ly/comm-slack) - ## Docker Desktop support Docker Desktop support is available with a paid subscription. @@ -77,21 +71,18 @@ Docker Desktop support is available with a paid subscription. Docker Desktop support includes: -- Account management and billing - Configuration and installation issues - Desktop updates +- Account management and billing - Sign-in issues - Push or pull issues, including rate limiting -- Application crashes or unexpected behavior - Automated builds - Basic product how-to questions - -On Windows, support also covers: - -- Turning on virtualization in BIOS -- Turning on Windows features -- Running inside - [certain VM or VDI environments](/manuals/desktop/setup/vm-vdi.md) +- Application crashes or unexpected behavior +- On Windows: turning on virtualization in BIOS +- On Windows: turning on Windows features +- On Windows: running inside certain + [VM or VDI environments](/manuals/desktop/setup/vm-vdi.md) (Docker Business only) {{< /tab >}} @@ -100,62 +91,55 @@ On Windows, support also covers: Docker Desktop support excludes: - Unsupported operating systems, including beta and preview versions -- Running containers of a different architecture using emulation +- Versions older than the latest release (except Docker Business) +- Training, customization, and integration +- Altered or modified Docker software - Docker Engine, Docker CLI, or other bundled Linux components -- Kubernetes +- Third-party applications not provided by Docker - Features labeled as experimental +- Hardware malfunction, abuse, or improper use - System and server administration activities +- Routine product maintenance (data backup, disk space, log rotation) - Desktop as a production runtime +- Running containers of a different architecture using emulation +- Kubernetes - Scale deployment and multi-machine installation -- Routine product maintenance (data backup, disk space, log rotation) -- Third-party applications not provided by Docker -- Altered or modified Docker software -- Hardware malfunction, abuse, or improper use -- Versions older than the latest release (except Docker Business) -- Training, customization, and integration - Running multiple instances on a single machine -> [!NOTE] -> -> Support for -> [running Docker Desktop in a VM or VDI environment](/manuals/desktop/setup/vm-vdi.md) -> is only available to Docker Business customers. - {{< /tab >}} {{< /tabs >}} ### Supported versions -- Docker Business: Versions up to six months older than the latest version - (fixes applied to latest version only) -- Docker Pro and Team: Latest version only +Docker Desktop support is scoped by plan: -### Machines per subscription - -- Docker Pro: One machine -- Docker Team: Number of machines equal to subscription seats -- Docker Business: Unlimited machines - -### Supported operating systems - -- [Mac system requirements](/manuals/desktop/setup/install/mac-install.md#system-requirements) -- [Windows system requirements](/manuals/desktop/setup/install/windows-install.md#system-requirements) -- [Linux system requirements](/manuals/desktop/setup/install/linux/_index.md#system-requirements) - -### Docker Desktop community resources - -- [Docker Desktop issue tracker](https://github.com/docker/desktop-feedback) +| Plan | Supported versions | Machines per subscription | +| :--- | :--- | :--- | +| Docker Pro | Latest only | One | +| Docker Team | Latest only | One per subscription seat | +| Docker Business | Latest plus versions up to six months older (fixes on latest only) | Unlimited | ### Diagnostic data and privacy -When uploading diagnostics, the bundle may contain personal data such as -usernames and IP addresses. Diagnostics bundles are only accessible to -Docker, Inc. employees directly involved in diagnosing issues. +- Diagnostics bundles may contain personal data such as usernames and IP + addresses. +- Access is limited to Docker, Inc. employees directly involved in + diagnosing the issue. +- Docker, Inc. deletes uploaded bundles after 30 days by default. +- To request earlier removal, provide the diagnostics ID or your GitHub + ID. +- Docker, Inc. uses the data only to investigate specific user issues but + may derive high-level (non-personal) metrics. + +For more information, see the +[Docker Data Processing Agreement](https://www.docker.com/legal/data-processing-agreement). -By default, Docker, Inc. deletes uploaded diagnostics bundles after 30 days. -You can request removal of a diagnostics bundle by specifying the diagnostics -ID or your GitHub ID. Docker, Inc. only uses the data to investigate specific -user issues but may derive high-level (non-personal) metrics. +## Next steps -For more information, see -[Docker Data Processing Agreement](https://www.docker.com/legal/data-processing-agreement). +- Create and track a case in the + [Docker Support portal](/manuals/support/portal.md) +- Review system requirements: + [Mac](/manuals/desktop/setup/install/mac-install.md#system-requirements), + [Windows](/manuals/desktop/setup/install/windows-install.md#system-requirements), + [Linux](/manuals/desktop/setup/install/linux/_index.md#system-requirements) +- Explore the [Docker Desktop issue tracker](https://github.com/docker/desktop-feedback) diff --git a/content/manuals/support/portal.md b/content/manuals/support/portal.md new file mode 100644 index 000000000000..a51be6361f78 --- /dev/null +++ b/content/manuals/support/portal.md @@ -0,0 +1,315 @@ +--- +title: Docker Support portal +linkTitle: Support portal +description: >- + Open the Docker Support portal, create and manage support cases, and see + who can view or update a case. +keywords: support portal, support cases, create case, case history, resolve + case, watchers, attachments, severity levels, case status +weight: 10 +--- + +The Docker Support portal lets you create and manage support cases, follow +their progress, and collaborate with Docker Support and your teammates in +one place. This page covers how to open the portal, how to work with +cases, and who can see or update a case. + +## Who gets access + +> [!NOTE] +> +> The Support portal is being rolled out in phases, so it may not yet be +> available to every organization. Organizations with a Premium Support +> subscription are enrolled automatically. + +After your organization is enrolled, open the portal from the **Help** +menu. + +## Access the Support portal + +> [!TIP] +> +> Before reaching out for support, review the troubleshooting documentation +> for your product. + +1. Sign in to [Docker Hub](https://hub.docker.com/) or + [Docker Home](https://app.docker.com/). You can also open the portal + from [Docker Scout](https://scout.docker.com/). +1. Select the organization from the organization switcher. When the case + belongs to a personal account, select that account instead. +1. Open the **Help** (?) menu in the top navigation. +1. Select **Support portal**. + +The Support portal opens in your current browser tab. + +On Docker Home, **Support portal** is also in the account sidebar. **Help** +shows **Contact support** for accounts that do not have the portal. That +item opens the [support request form](https://hub.docker.com/support/contact/). + +## Landing page + +The landing page gives you a snapshot of your support activity. From here +you can: + +- See your active cases +- Select **Create case** to create a new case +- Select a case, or **View details**, to open that case +- Select **View cases** to see your full case history +- Open the **⋮** menu on a case and select **Details** or **Resolve case** + +The page lists these cases under **Active cases**. If there are no open +cases, the page shows **No active cases**. Select **See case history** to +open past cases. + +## Working with cases + +### Create a case + +1. Select **Create case**. +1. Enter a **Subject** and **Details**. +1. Select **Get instant help**. Gordon, Docker's AI assistant, reads your + subject and details and posts an answer below the form. If the answer + solves the issue, you can stop there. +1. To send the case to Docker Support, complete the remaining fields: + - Confirm **Contact name**. **Email** is filled in from your account + and is read-only. + - Select the **Namespace** the issue relates to. This field is + required. A namespace is the Docker organization or personal account + the case is for. + - Select a **Topic**. If the topic has subtopics, select a + **Subtopic**. + - If a **Severity** field appears, select the severity that matches + your issue, using the [severity levels](#severity-levels) below. The + field does not appear for the Account, Billing, Legal, Sales, and + Security topics, because a severity is set automatically for them. + - Complete any additional fields the topic shows. These can include + **Version number**, browser, **Operating system**, **Diagnostics ID**, + and **Affected users**. Docker Desktop asks for all of these. +1. Optionally, attach files to the case. Select **Select files to attach** + or drag and drop files into the upload area. See + [Attach files](#attach-files) for file rules. +1. Select **Submit**. + +The portal returns to the landing page and lists the case under **Active +cases**. The case number shows as **PENDING CASE NUMBER…** until Docker +Support assigns one. + +#### Severity levels + +| Severity | Definition | +| :--- | :--- | +| S1 (Critical) | Complete loss of core functionality; broad/systemic impact; no workaround. | +| S2 (High) | Significant subset of users loses key functionality; severe business impact; no workaround. | +| S3 (Medium) | Partial/non-critical loss for an individual or small group; workaround typically available. | +| S4 (Low) | Inquiry, minor issue, or enhancement request. | + +### View cases + +The **Case history** page lists every case associated with your +organization. Each row shows the status, case number, subject, topic, +subtopic, who created it, and when it was last modified. A company +account also shows the organization. + +Select a case to open it. You can show 10, 25, or 50 cases on a page. +**Create case** and the **⋮** menu work the same way as on the landing +page. + +#### Case statuses + +| Status | Meaning | +| :--- | :--- | +| NEW | Your case was received and is waiting for Docker Support to respond. | +| PENDING SUPPORT | Docker Support is working on your case. | +| PENDING CUSTOMER | Docker Support is waiting for a response from you. | +| ON HOLD | Docker Support has replied, and the resolution depends on another team at Docker. | +| CLOSED | The case is complete. | +| RESOLVED | The case was marked as resolved, by you or by Docker Support. Docker Support will review and close it. | + +### Case details + +Each case shows its full progress and history: the case number, subject, +topic, summary, description, and the comments and responses in +**Activity**. + +What you can do depends on your access. See +[Who can interact with a case](#who-can-interact-with-a-case). The steps +below cover comments, watchers, files, and resolving the case. + +#### Comment on a case + +1. Open the case. +1. Enter your message in the **Activity** editor. +1. Optionally, attach files. Select **Select files to attach** or drag + and drop files into the upload area. See + [Attach files](#attach-files) for file rules. +1. Select **Send**. + +You can comment on a case only if you created it or were added as a +watcher. If you can see a case but are not allowed to comment, the comment +box is unavailable and explains why. The message tells you to contact the +case creator. + +### Add watchers + +A watcher is a Docker user who follows a case and can take part in it +without being the person who created it. Watchers are available on cases +created under an organization or a company. + +#### Add a watcher + +1. Open the case. +1. In **Enter additional watchers**, choose an organization member from + the list, or type the email address of a Docker user. +1. Select **Save**. + +A **Watchers updated successfully** message confirms the change, and new +watchers receive an email letting them know they were added. The email can +take a few minutes to arrive. + +#### Remove a watcher + +1. Select the **x** next to the watcher. +1. Select **Save**. + +Before saving, select **Undo** to restore a watcher you removed. +Removed watchers are notified by email and can no longer comment on the +case, upload files, or download attachments. + +#### Watcher rules + +- Watchers must have a Docker account. You can add Docker users who are + not members of your organization. +- Each watcher can be added only once. +- The case creator cannot be added as a watcher. +- Watchers can comment, upload and download attachments, and add or remove + other watchers. +- Watchers receive email notifications about new comments and attachments + on the case. +- The watcher field is not available on cases created under a personal + account. + +### Attach files + +You can attach files when you create a case or when you +[comment on a case](#comment-on-a-case). + +Uploaded files appear in the **Attachments** section at the top of the +case. A file becomes a download link after it passes the security check. +You can download the file if you can comment on the case. + +#### File requirements + +- Each file can be up to 50 MB. Empty files are not accepted. +- Supported file types: `tar`, `gz`, `tgz`, `tar.gz`, `zip`, `rar`, + `jpeg`, `jpg`, `png`, `json`, `txt`, `log`, `err`, `xml`, `yaml`, + `yml`, `plist`, `evtx`, `evt` +- File names cannot contain path characters, end with a dot or space, or + exceed 255 bytes. +- If any file you select is not valid, an error explains why and none of + the files are uploaded. + +#### Security checks + +Every file you upload is automatically scanned for malware, and its +contents are checked to confirm they match the file type. After you send +a file, it shows as **pending** while it is checked. If it fails either +check, the file is removed. It appears crossed out in **Attachments** with +a **security risk detected** message and cannot be downloaded. The message +does not say which check failed. If you believe a file was flagged by +mistake, add a comment to your case. + +**Expired** means the upload did not finish in time and the file is not +available. Attach the file again. + +#### Upload limits + +Uploads are limited to keep the portal reliable. + +| Limit | Value | +| :--- | :--- | +| Maximum size per file | 50 MB | +| Uploads per hour, per user | 10 files | +| Total upload size per day, per user | 5 GiB | +| Total attachment size per case | 2 GiB | + +Hourly and daily limits reset at the start of each hour and each day, in +UTC. The per-case limit applies to all attachments on the case combined. +If you reach a limit, wait until it resets and try again. + +Files cannot be added to closed or resolved cases. Files already attached +to a case stay available to download for 90 days after the case is closed. + +### Resolve a case + +If your issue is solved, you can resolve the case yourself without waiting +for Docker Support to close it. + +1. Select **Resolve case** on the case, or **Resolve case** from the + **⋮** menu on the landing page or **Case history**. +1. Select a reason: + - **Issue resolved** + - **No longer relevant** + - **Duplicate case** + - **Resolved by another team** + - **Other** +1. Optionally, add comments of up to 1000 characters. +1. Select **Resolve case**. + +The case status changes to **RESOLVED**, and Docker Support is notified. +When Docker Support closes the case, its status changes to **CLOSED** and +the person who created the case receives a short satisfaction survey by +email. + +#### Resolved and closed cases + +- Resolved cases cannot be reopened. +- You can still read the full activity history, but the comment box, + watcher field, and file upload are hidden. The page says the case is + closed. +- If you need more help, select **Create case** to start a new case. + +## Permissions + +### Who can see a case + +Access to cases is based on organization membership. + +- If you are part of an organization, you can see that organization's + cases. +- Organization owners can see all cases in their organization. +- Company owners can see all cases across their organizations. +- The case creator can see the case. +- Watchers can see the cases they were added to. + +Access flows downward only, from company to organization to user. Nothing +flows upward automatically. + +### Who can interact with a case + +Seeing a case and interacting with it are separate permissions. You can +interact with a case if you: + +- Created the case +- Were added as a watcher on the case + +If you are an organization member who can see a case but are not the +creator or a watcher, you can read the case but cannot comment on it. The +comment box is unavailable and explains why. Ask the case creator to add +you as a watcher. + +### Teams and case access + +[Teams](/manuals/accounts/organization/manage/manage-a-team.md) are groups +of Docker users within an organization, used to manage repository access. +Case visibility and permissions are controlled at the organization level. + +### Summary of case permissions + +| Action | Who can do it | +| :--- | :--- | +| See a case | Organization members, organization owners, company owners, case creator, watchers | +| Comment | Case creator, watchers | +| Add or remove watchers | Case creator, watchers | +| Upload attachments | Case creator, watchers | +| Download attachments | Case creator, watchers | +| Resolve a case | Case creator, watchers |