Engaging with Seqera Labs Support

Please review the following information on how to best engage with the Seqera Labs Support Team.  Following this outline will help us properly handle your support requests and ensure we're able to respond in a timely manner with the right level of urgency.

Points of Engagement

We recommend customers use the following approach to engage with Seqera Labs Support:

• Log into the support portal and open a new ticket.
• Email support@seqera.io ensuring emails are sent from your organization's email address. Gmail or public email addresses will not be linked to your account and will likely result in the inability to submit tickets.

You can use the support portal to track your existing tickets as well as the tickets of others within your organization.  The support portal is the recommended point of engagement for all customer support requests although email can also be used if this works better for your organization.

When signing up for a support portal account please use the email address associated with your organization so that all communications can be associated to your organization's account.

Submitting Requests

For Questions or Issues please try to provide the following details when submitting a ticket; the more information provided as part of the ticket submission the more likely our team will be able to assist in a timely manner.

• Product + Version
• Configuration Details including Infrastructure, Deployment, Database + Version, Pipeline Execution Environment
• Detailed description of the Question or Issue including relevant screenshots, code snippets, and steps to reproduce (if appropriate)
• Relevant log files, attachments, outputs, or URLs