# Open a support request

> Open a support request in the Proxus portal, follow the replies, answer by email and tell us how it went.

Source: https://proxus.io/docs/portal/support-requests

At the end of this guide, the Proxus support team has your request with what it needs to answer.

## Before you start

- An account in the [Proxus portal](https://portal.proxus.io).
- If you can, the hub's version (under **Settings > About** in Proxus), and logs or screenshots of the problem.

> **Tip:**
In Proxus, the **Support** icon at the top opens a new request with the installation's License ID and version
already filled in.

## Open the request

*Screenshot: The New support request form with Company, Installation, Subject, Topic, Priority and What happens*

1. In the portal, select **Support**, then **New request**.
2. Choose the **Company** the request is for, or **Only me (no company)**, and the **Installation** if it is about one.
3. Choose a **Topic** and a **Priority**:
   - **Critical**: production is down or data is being lost.
   - **High**: a main function does not work.
   - **Normal**: a question, or a problem with a workaround.
4. Write a **Subject** and, under **What happens**, describe what happens, what you expected and since when. While
   you type, the portal suggests documentation pages that may already answer it.
5. Add up to five **Files**, 10 MB each, for example logs or screenshots, and select **Send request**.

You get an email with the request's code, for example `PX-AB12CD`. Your company's owners and admins, and your
Proxus partner if you have one, are told too.

## Follow the request

Every reply comes by email. Reply to that email to answer, or open the request in **Support** and write there.

| Status | Meaning |
| --- | --- |
| **New** | Not picked up yet. |
| **Open** | Someone is working on it. |
| **With support** | Your reply is in; it is our turn. |
| **Waiting for you** | We asked you something. |
| **Resolved** | We think it is solved. Reply if it is not. |
| **Closed** | Done. |

The Proxus team answers in working hours: Monday to Friday, 09:00 to 18:00 Turkish time. A day after a request is
resolved, you get one question about how it went. One click answers it.

## What's next

- [Troubleshoot](https://proxus.io/docs/troubleshoot)
- [Create a support bundle](https://proxus.io/docs/administer/support-bundle)