Contacting m3ter Support
Contact m3ter Support by submitting a support request using the channels available to you as set out in the Support Terms and as advised during your onboarding process (depending on your m3ter Support entitlement).
Submitting a Support Request
You can report an incident, request technical support, ask billing or account questions, submit general feature requests, and log defects.
Please provide as much information as possible when you raise a support request:
| What to Include | Details |
|---|---|
| Organization ID | The relevant Organization ID, which you can get from the URL when you access the m3ter Console. In the Console, you can also read-off the ID at: Settings>Organization>Configuration>Organization details and copy it from there. |
| Organization Type | Whether the relevant Organization is a Production, Non-Production, or Sandbox m3ter Organization. |
| Issue Impact | For service issues, a measure of the impact the issue is having on your normal operations. |
| Account ID | The relevant end-customer Account ID (if the issue relates to a specific end-customer). |
| User ID | If this is a service issue, the User ID of the logged in user at time of issue. Otherwise, the most relevant User ID in relation to the request. |
| Start Time | If an issue has occurred, when did you notice it start? |
| Area of Interaction | What were you trying to do when the issue occurred? Were you using the Console, if so which area? Were you attempting to make and API call and, if so, which endpoint were you trying to call? |
| Service Function | If the issue is with the m3ter service, which part of the service were you using? (Ingest, Billing & Rating, Analytics, and so on) |
| Description | What were you trying to accomplish? As much detail as you can provide regarding what the support request is about. |
| Steps to Reproduce | If this is a service issue - please describe the exact steps required to reproduce the issue. |
| Expected and Actual Behavior | If this is a service issue - what did you expect to happen and what actually did happen? |
| Additional Information | Include any screenshots or other files such as logs if these will help us to better understand the issue. |
Important: Exclusions! m3ter Support does not cover directly any third-party software connected via our integrations. Any m3ter created integration is supported, should the problem be related to the integration itself.