Before You Contact Domino Support
Domino customers are often able to resolve their technical issues simply by using our Knowledge Base. Prior to contacting Domino Support, we recommend searching the Knowledge Base. Your issue may have previously been investigated on behalf of another user, and a known solution may exist.
If you still need to contact Domino for support, please provide the following information, so we can assist you as quickly as possible:
Clearly Define the Issue
Describe your issue and symptoms in clearly and thoroughly. Be as precise as possible in your explanation. Outline the steps used to reproduce the issue as well as any steps you have already tried to resolve it.
Answers to the following questions will help us address your quickly:
- What Domino product and version are you running?
- What steps led to the issue?
- Can you reproduce the issue? What steps do you follow to reproduce it?
- Have any changes been applied to your deployment recently that could have triggered the issue?
- What error messages did you see when the problem occurred?
Collect Available Diagnostic/Troubleshooting Details
Inclusion of diagnostic information in your ticket submission, such as log files, Support bundles, etc., will often help our Support Engineers identify the cause of an issue. Please provide as much of this information as possible.
Assign a Business Impact Level
When submitting a ticket, please assign a Business Impact level based on the estimated business priority of the reported issue (not available when submitting a ticket via email). This will help us understand the impact of the problem on your organization so we can prioritize and respond appropriately.
How to Contact Domino Support
If you do need to submit a ticket with Domino Support, please be sure to include the following information:
- Your name
- Your organization name
- Email address
- Related product and version information
- A detailed issue description, relevant logs, attachments, screenshots, Support bundles, etc.
- Related information explaining the technical and business impact of the issue on your organization
Submitting Tickets through the Domino Product UI (fastest)
You can submit tickets via the “Support” button found on the lower-right portion of all pages in the Domino web UI.
Image A. The Support button in the Domino UI
Image B. The Support dialog that appears when clicking the Support button.
Submitting Tickets through the Web
You may submit your ticket by going to https://tickets.dominodatalab.com. Like the “Support” button within our product, this method of submission ensures the accuracy of the information you submit and allows for complete tracking of the ticket, with related comments and attachments.
Other ways to Contact Domino Support
Domino Support can also be reached via email, at email@example.com. NOTE: this is NOT recommended if you are experiencing a Critical issue during non-business hours. See “After Hours Support” below.
After Hours Support
During Domino designated holidays and weekends, Domino Support is available via the web for customers experiencing production outages or critical issues (see “Service Level Agreement”). Email submissions will not allow you to specify a business impact of “Critical”, so please use either the “Support” button seen in your Domino product, or https://tickets.dominodatalab.com to submit a ticket if you require assistance during non-business hours. We will use commercially reasonable efforts to contact you within two hours of when you submit your ticket (see “Service Level Agreement”). If the issue you are reporting is not designated as “Critical”, we will respond to you on the next business day.
How Domino Support Handles Requests
All tickets submitted to Domino Support are logged into our ticketing system. Once logged, they are assigned a unique number and routed to a Domino Support Engineer. This number can be used to reference your ticket through our support website. In addition, this number should be used when contacting Domino regarding your ticket. The assigned Domino Support engineer will research your issue and respond with advice or additional questions to resolve your problem as quickly as possible. Our Support team will often work together, and with members of the Domino Product Engineering team, to resolve your issue.
If Further Attention Is Required
If at any time you feel that you are not receiving a level of service that meets your expectations, you may ask to have your ticket escalated or ask to be contacted by Domino Support Management. You can request escalation via a ticket comment, or a live conversation with your assigned ticket owner. Any customer-requested escalation receives direct management attention and consideration.