> ## Documentation Index
> Fetch the complete documentation index at: https://docs.amlok.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Create a support ticket

> Contact AMLOK support with the information needed to investigate your request.

Email **[support@amlok.tech](mailto:support@amlok.tech?subject=AMLOK%20support%20request)** from your business email address. This link opens your email application; your request is sent only when you send the message.

Use a subject such as **\[P2] Insights - underwriting job not completing**. Choose a [severity](https://docs.amlok.io/support/severity-and-escalation.md) based on business impact. For a production outage with no workaround, start the subject with **\[P1] Production incident** and include an available incident contact.

## Include these details

| Detail | What to send |
| - | - |
| Account | Company name and workspace identifier. |
| Product and environment | Insights, Signal, an integration, reporting, or billing; production or sandbox. |
| Business impact | Affected workflow, approximate scope, urgency, and any workaround. |
| Time | When the issue started, the last successful attempt, and timezone or UTC timestamps. |
| Expected and actual result | A short description and steps to reproduce. |
| Technical references | Request ID, job or connection ID, HTTP status, and error code where applicable. |
| Evidence | Redacted screenshots or logs containing only the information needed to investigate. |
| Contact | A person who can answer follow-up questions, with availability and timezone. |

```text theme={null}
Company / workspace:
Product / environment:
Severity and business impact:
Started at (including timezone):
Last successful attempt:
Expected result:
Actual result:
Steps to reproduce:
Request / job / connection reference:
HTTP status / error code:
Workaround attempted:
Contact and availability:
```

## After you submit

Keep replies in the same email thread and include any support reference provided. AMLOK reviews the impact, confirms priority, requests missing diagnostics where necessary, and provides the next step. An automated acknowledgment is not the initial human response measured by the SLA.

If impact increases, reply with **Escalation requested**, the new impact, and your support reference. Follow [severity and escalation](https://docs.amlok.io/support/severity-and-escalation.md). Avoid opening duplicate tickets for the same incident.

## Billing and account requests

For a usage discrepancy, include the statement period and usage or ledger references. For a payment missing from your credit report, include the existing payment or statement reference. Support will investigate the reporting discrepancy. Manage payment methods and top-up settings in the client portal; those controls are not part of the public API.

Request cancellation in the client portal. Enterprise clients can also use their dedicated account manager. Contact support for help with portal access or routing an agreement or renewal question. A support message does not itself close the account or change your agreement.


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