---
title: "Support Centre — Start Here"
canonical: "https://support.soteria-cloud.co.za/space/SCKB/50561025/Support%20Centre%20%E2%80%94%20Start%20Here"
format: markdown
---
# Support Centre — Start Here

Choose your role or the outcome you need. You can begin guided Tier 1 support with [The Cloud Sentinel](https://sentinel.soteriacloud.com). For account-specific investigation, use the support route provided for your service or the [Soteria Cloud contact page](https://web.soteriacloud.com/contact).

## Choose your support path

- [The Cloud Sentinel — guided Tier 1 support](https://sentinel.soteriacloud.com)
- [Reseller or MSP support](https://soteriacloud.atlassian.net/wiki/spaces/SCKB/pages/190676993)
- [Affiliate support](https://soteriacloud.atlassian.net/wiki/spaces/SCKB/pages/190283785)
- [End-customer support](https://soteriacloud.atlassian.net/wiki/spaces/SCKB/pages/190283813)
- [How to submit a useful support request](https://soteriacloud.atlassian.net/wiki/spaces/SCKB/pages/190709761)

## Find help by problem

| I need to… | Start here |
| --- | --- |
| Start guided Tier 1 troubleshooting | [Open The Cloud Sentinel](https://sentinel.soteriacloud.com) |
| Open a ticket or contact support | [Contact and support](https://web.soteriacloud.com/contact) |
| Fix a failed backup | [Acronis Troubleshooting](https://soteriacloud.atlassian.net/wiki/spaces/SCKB/pages/50626575) |
| Find a device missing from the console | [Device Not Appearing in Backup Management Console](https://soteriacloud.atlassian.net/wiki/spaces/SCKB/pages/50855940) |
| Resolve a firewall or connectivity problem | [Acronis Connection Blocked by Firewalls](https://soteriacloud.atlassian.net/wiki/spaces/SCKB/pages/50593816) |
| Resolve snapshot, VSS, or storage-space errors | [Not Enough Space on Volume for Snapshot Storage](https://soteriacloud.atlassian.net/wiki/spaces/SCKB/pages/50855957) |
| Resolve WMI backup errors | [Backup Fails with WMI Errors](https://soteriacloud.atlassian.net/wiki/spaces/SCKB/pages/50987009) |
| Request a restore | Prepare the protected workload, required data, recovery point, destination, and authorised requester; then use [The Cloud Sentinel](https://sentinel.soteriacloud.com) or the contracted support route. |
| Get disaster-recovery assistance | [Disaster Recovery Readiness](https://soteriacloud.atlassian.net/wiki/spaces/SCKB/pages/50069525), then use the contracted support route. |
| Resolve email-security, phishing, quarantine or mail-flow issues | Use [The Cloud Sentinel](https://sentinel.soteriacloud.com) and provide the tenant, message ID, timestamp, direction, verdict and affected scope without message content or personal data. |
| Resolve DLP, collaboration-security, posture or awareness-training issues | Use [The Cloud Sentinel](https://sentinel.soteriacloud.com) with the enabled service, policy, target scope, alert or activity ID and expected outcome. |
| Resolve email archiving or Files Cloud issues | Use [The Cloud Sentinel](https://sentinel.soteriacloud.com) with the service, affected dataset, time range, retention state and last successful event. |
| Resolve RMM, patching or remote-management issues | Use [The Cloud Sentinel](https://sentinel.soteriacloud.com) with the device, OS, agent build, policy, maintenance window and last successful run. |
| Resolve integration, API, webhook or PSA issues | Use [The Cloud Sentinel](https://sentinel.soteriacloud.com) with the connector, operation, timestamp, correlation/request ID and sanitised response code. Never include tokens or customer payloads. |
| Check release, compatibility, lifecycle or end-of-support | Start with [Releases, Compatibility, Advisories and Lifecycle](https://soteriacloud.atlassian.net/wiki/spaces/SCKB/pages/191889444), then verify the exact product, edition, workload, build and tenant/data-centre state against the linked official source. |
| Understand reports or monitoring | [Soteria Cloud Reporting](https://soteriacloud.atlassian.net/wiki/spaces/SCKB/pages/50135072) |
| Resolve invoice or PayFast questions | [PayFast Payment Guidance](https://soteriacloud.atlassian.net/wiki/spaces/SCKB/pages/50429978) or [EFT via PayFast](https://soteriacloud.atlassian.net/wiki/spaces/SCKB/pages/50593793) |
| Understand licensing, products, or bundles | [Products](https://soteriacloud.atlassian.net/wiki/spaces/SCKB/pages/49840130) and [Soteria Bundles](https://soteriacloud.atlassian.net/wiki/spaces/SCKB/pages/49676290) |
| Report a security or privacy concern | Use the [Contact page](https://web.soteriacloud.com/contact) or [Privacy Policy](https://web.soteriacloud.com/privacy). |

## What to include when escalating

- Organisation and contact name.
- Your role: reseller/MSP, affiliate, or end customer.
- Affected customer or tenant, where relevant.
- Product, workload, operating system, component and agent version where relevant.
- Scope: one workload, several workloads, one tenant, several tenants, or all customers.
- Approximate start time with timezone, last known successful event, and business impact.
- Sanitised error wording, activity/incident/correlation ID or response code.
- Safe troubleshooting already completed and each result.
- Whether a restore or disaster-recovery action is required and the recovery objective.

Never include passwords, one-time passwords, MFA recovery codes, private keys, API secrets, payment authentication data, customer payloads, unredacted logs, or unnecessary personal information.

## Support responsibility

- **Reseller/MSP:** normally owns the customer relationship, first-line support, and customer communication.
- **Affiliate:** introduces the opportunity; Soteria Cloud manages technical delivery and customer support.
- **End customer:** contacts the MSP/reseller first when the service was purchased through one; direct customers use Soteria Cloud’s published support route.

Support scope, response targets, product availability, tenant entitlement and disaster-recovery escalation are governed by the applicable service and agreement.