Get help from our engineers
Open a ticket for anything—from setup questions to production incidents. Our NOC monitors the platform 24/7/365.
Support and the ticket portal
Support at MarQi Cloud is handled by the engineers who operate the platform. A ticket does not pass through a scripted first line before reaching someone who can read a hypervisor log — it goes to the team that runs the compute, storage and network layers.
Raising a ticket
Tickets are raised through the customer portal. Include the resource involved, when the behaviour started, and what changed immediately before it — those three details remove most of the back and forth. Urgent operational issues should be flagged as such; the team operates 24/7.
Before you open a ticket
Check the status page first if the problem could be platform-wide, and monitoring if you want to see the metrics behind your own resources. Configuration and how-to questions are often already answered in the documentation, in getting started, or discussed in the community forums.
Other ways to reach us
Email support@marqi.cloud or call +1-770-369-9321. Commitments around availability, outage definitions and service credits are set out in the service level agreement. Zone1 is at 190 Bluegrass Valley Pkwy, Alpharetta, GA 30005.
Frequently asked questions
Who actually answers a ticket?
The engineers who operate the platform. A ticket does not pass through a scripted first line before reaching someone who can read a hypervisor log — it goes to the team running the compute, storage and network layers.
What should I include when raising a ticket?
The resource involved, when the behaviour started, and what changed immediately before it. Those three details remove most of the back and forth. Flag urgent operational issues as such; the team operates 24/7.
What should I check before opening a ticket?
The status page if the problem could be platform-wide, and monitoring if you want the metrics behind your own resources. Configuration and how-to questions are often already answered in the documentation or in getting started.
Are support commitments contractual?
Availability, outage definitions and service credits are set out in the service level agreement rather than left to interpretation.