# Support

> Reach Vigilbase support from One by live chat, ticket, email, phone or a booked call, and track your open and closed tickets.

Source: https://docs.vigilbase.com/one/requests/support

The **Support & Help** page in Vigilbase One brings together your support plan, every way to contact the Vigilbase support team, and your tickets.

Open **Support** under **Requests** in the sidebar, or go to https://one.vigilbase.com/dashboard/support.

## Your support plan

**Your Support Plan** shows your current plan, **Free**, **Core**, **Priority** or **Critical**, and what it includes. **View Full SLA** opens the service levels at https://vigilbase.com/sla. Unless you are on **Critical**, **Upgrade Plan** opens a live chat with a message asking about a higher plan.

## Contact the support team

Under **Contact Options**:

- **Start Live Chat** opens a chat with the support team. It is the fastest way to get help.
- **Phone Support** is shown on **Priority** and **Critical** plans, with a number for each region. The number for your location is marked **Recommended**. Call from your registered number for faster verification.
- **Email**: write to help@vigilbase.com.

## Submit a ticket

:::steps
1. **Choose the Service.** **Cloudflare**, **Cloudflare Enterprise**, **Email Security**, **Endpoint Management**, **Security Monitoring**, **Managed Security**, **Microsoft 365** or **Other**.
2. **Choose the Priority.** See the table below.
3. **Write a Subject.** At least 5 characters.
4. **Write a Description.** At least 20 characters. Include what you expected, what happened and anything you already tried.
5. **Add CC recipients (optional).** Separate multiple emails with commas.
6. **Click Submit Ticket.** One confirms with the ticket number.
:::

| Priority | Use it for |
|---|---|
| **Urgent (P0)** | Critical system down or security incident. |
| **High (P1)** | Major functionality impacted. |
| **Medium (P2)** | Partial functionality affected. |
| **Low (P3)** | Minor issue or question. |

The team responds according to the priority and your support plan.

> [!TIP]
> To ask for a change to a managed service, such as a DNS record or a firewall rule, open a [change request](https://docs.vigilbase.com/one/requests/change-requests) instead. It records the plan and your approval.

## Book a call

**Schedule a Call** has a calendar for booking a support call with Vigilbase. Your name and email are filled in; choose a time slot.

## Your tickets

**Your Tickets** lists your tickets with their number, state, priority, title and last update. Switch between **Open** and **Closed**, and use the refresh button to reload. Click a ticket, or **View All**, to open it in the Vigilbase help centre at https://help.vigilbase.com.

## How Vigil helps with tickets

When a ticket is opened, Vigil, the Vigilbase assistant, investigates it for your Vigilbase team: it looks for similar past issues and checks the relevant service data, then prepares its findings and a draft answer. Your Vigilbase team reviews them before replying to you.

You can also ask Vigil directly about your services. See [Ask Vigil](https://docs.vigilbase.com/one/ask-vigil).