Access the Mirantis CloudCare Portal

The CloudCare Portal is the contact point through which customers with technical issues can interact directly with Mirantis.

Access to the CloudCare Portal requires prior internal authorization, and an email verification step. Once you have verified your contact details and changed your password, you can access all cases and purchased resources.

Note

  • Once Mirantis has set up its backend systems at the start of the support subscription, a designated internal administrator can appoint additional contacts. Thus, if you have not received and verified an invitation to the CloudCare Portal, you can arrange with your designated administrator to become a contact. If you do not know who your designated administrator is, or you are having problems accessing the CloudCare Portal, email Mirantis support at support@mirantis.com.

  • Retain your Welcome to Mirantis email, as it contains information on how to access the CloudCare Portal, guidance on submitting new cases, managing your resources, and other related issues.

If you have a technical issue you should first consult the knowledge base, which you can access through the Knowledge tab of the CloudCare Portal. You should also review the MSR4 product documentation and release notes prior to filing a technical case, as the problem may have been fixed in a later release, or a workaround solution may be available for a similar problem.

One of the features of the CloudCare Portal is the ability to associate cases with a specific MSR4 cluster. The associated cases are referred to in the Portal as Clouds. Mirantis pre-populates your customer account with one or more clouds based on your subscription(s). You may also create and manage your Clouds to better match the way in which you use your subscription.

Mirantis also recommends and encourages that you file new cases based on a specific Cloud in your account. This is because most Clouds also have associated support entitlements, licenses, contacts, and cluster configurations. These submissions greatly enhance the ability of Mirantis to support you in a timely manner.

To locate existing Clouds associated with your account:

  1. Click the Clouds tab at the top of the portal home page.

  2. Navigate to the appropriate Cloud and click on the Cloud name.

  3. Verify that the Cloud represents the correct MSR4 cluster and support entitlement.

  4. Click the New Case button near the top of the Cloud page to create a new case.