Soteri Support
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Soteri Support

Welcome! You can raise a Soteri Support request from the options provided. You can view our SLA here.

Interested in a demo? Book here!

Report a bug

Tell us the problems you're experiencing.

Please use this form to tell us:

  • Which Soteri app you're using,
  • What version,
  • On which platform (Data Center or Cloud).

If you're on the Data Center platform, please create a support zip and attach it to this ticket so we can see relevant log files. Instructions can be found here. Please select "No limit" under "Maximum file size". The maximum attachment size (per file) that can be uploaded to our portal is 2GB.

Support zips are critical to helping resolve most issues.

Screenshots of the workflow or error are always useful, as well as console logs for browser related errors.

Required fields are marked with an asterisk*

The Soteri product you're reporting a bug in.

e.g. Are you using Bitbucket 9? Jira 10? DC or Cloud? Include as much information as you know.

This is either a SEN or an Entitlement number

Summarize the bug briefly.

Please provide details of the problems you are having. If you're on Data Center, please include support zips. Please give your browser version (i.e. Chrome, Safari, etc.)

Drag and drop files, paste screenshots, or browse

Please include Support Zips, screenshots of what you're seeing, and browser logs. All are useful for debugging issues!

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