get-help.md

copyright	lastupdated	keywords	subcollection
years 2023	2023-04-04	support, get help, create support case	Cloudant

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Getting help and support for {{site.data.keyword.cloudant_short_notm}}

{: #help-and-support}

If you experience an issue or have questions when you use {{site.data.keyword.cloudantfull}}, you can use the following resources before you open a support case. {: shortdesc}

• Review the FAQs in the product documentation.
• Click Learning Center to find helpful videos on {{site.data.keyword.cloudant_short_notm}} features. The videos build on each other to guide you through the steps that are needed to complete various tasks. For example, the videos show how to add your first document to query a database and how to understand {{site.data.keyword.cloudant_short_notm}}'s organization.
• Check the status of the {{site.data.keyword.Bluemix_notm}} platform and resources by going to the Status page{: external}.
• Review Stack Overflow{: external} to see whether other users experienced the same problem. When you ask a question, tag the question with ibm-cloud and Cloudant so that the {{site.data.keyword.cloudant_short_notm}} development teams see it.

If you can't resolve the problem, open a support case. For more information, see Creating support cases. If you like, you can also submit feedback.

Providing support case details

{: #support-case-details}

To ensure that the support team can start investigating your case to provide a timely resolution, you must include detailed information along with steps to re-create the issue, if applicable. Review the following types of information to include in your support case for issues with {{site.data.keyword.cloudant_short_notm}}.

1. Provide the CRN associated with the {{site.data.keyword.cloudant_short_notm}} instance relevant to the ticket.
2. For a performance problem, for example, errors or time outs, also provide the following information:
   • Start and end timestamps with time zone.
   • Request URLs affected by the issue.
   • Response bodies that show unexpected behavior (error, status code, or time out).
3. For a dashboard or UI issue, provide screen captures that show the problem.