Submit Support Tickets¶
Welcome to our new support experience. The support team now uses Jira for ticketing to provide better visibility and faster response times for your requests.
Accessing the Support Portal¶
The most efficient way to access the support portal is through the Game Warden app:
- Log in to the Game Warden app.
- Select Submit a Ticket from the left navigation bar.
First-time authentication¶
On your first visit, you'll need to authenticate your account. For the fastest setup and to sync your support history, log in using your environment credentials:
- AFWERX Keycloak
- Commercial Keycloak
- FedRAMP Keycloak
Choosing a Support Category¶
Once on the support page, select the category that best fits your needs:
- Troubleshooting Request: Report errors or unexpected behavior within your deployed application.
- Request New Resource Provisioning: Request new environment setups or dedicated resources (e.g., data storage).
- Request a Pairing Session: Schedule time with a 2F engineer for technical reviews, setup, or configuration.
- Report a Bug: Report system-level glitches or features that are not functioning as intended.
- Report a Security Incident: Immediately flag security risks or suspected unauthorized leaks of CUI.
- Report an Outage: Notify our team of a platform outage or Disaster Recovery incident.
- Request CtF Authorization Renewal: Initiate the formal renewal process for your Certificate to Field (CtF) authorization or Software Approval.
- Submit a General Inquiry: Submit questions or requests that do not fit the specific categories above.
Locating existing tickets¶
To view your migrated GitLab tickets or check current request status, click Requests in the top-right corner. Filter your view by:
- My requests: Tickets you created
- All requests: All tickets from your organization
Support model¶
Game Warden offers four support tiers: Essential, Advanced, Professional, and Enterprise. Each tier provides a different level of support coverage, engineering access, technical services, and Service Level Agreement (SLA) response times.
Priority levels¶
The support team assigns each support ticket one of four priority levels based on its impact. The priority level determines the initial response time for your support tier.
| Priority | Definition |
|---|---|
| P1 (Critical) | A major production outage affects workloads and no workaround exists. |
| P2 (High) | Production functionality or performance degrades, but a workaround exists. |
| P3 (Medium) | The issue has minimal impact on business operations. |
| P4 (Low) | General questions, documentation requests, or feature suggestions. |
Support tier comparison¶
| Support service | Essential | Advanced | Professional | Enterprise |
|---|---|---|---|---|
| Ticketing and support | Monday to Friday, 9 AM to 5 PM ET | Monday to Friday, 8 AM to 8 PM ET | Monday to Friday, 8 AM to 8 PM ET | 24/7/365 |
| Access to 2F Engineering in Slack |  |
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| Ongoing technical services | Standard support, up to 1 hour/week | Dedicated resource pool, up to 5 hours/week | Dedicated resource pool, up to 10 hours/week | Dedicated support, up to 20 hours/week |
| Solution Architect support Security and implementation | |
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Initial response time SLA¶
The following table shows the SLA for the initial response to a support ticket. Response times begin when you submit the ticket.
| Priority | Essential | Advanced | Professional | Enterprise |
|---|---|---|---|---|
| P1 (Critical) | 24 hours | 24 hours | 30 minutes | 30 minutes |
| P2 (High) | 48 hours | 48 hours | 4 hours | 4 hours |
| P3 (Medium) | 72 hours | 72 hours | 8 hours | 8 hours |
| P4 (Low) | 72 hours | 72 hours | 8 hours | 8 hours |