> ## Documentation Index
> Fetch the complete documentation index at: https://docs.blockdb.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Raising a Support Ticket

> How to submit effective BlockDB support tickets for faster resolution.

<Info>
  For incidents and real-time service information, check <a href="https://status.blockdb.io">status.blockdb.io</a>. For access, billing, or technical issues email <a href="mailto:support@blockdb.io">[support@blockdb.io](mailto:support@blockdb.io)</a>.
</Info>

## Ticket Content Guidelines

Include the following details to help BlockDB engineers diagnose quickly and accurately:

<CardGroup>
  <Card title="Issue Description" icon="message-dots">
    Explain what you were doing when the issue occurred and how to reproduce it. Include the affected dataset(s) or endpoint(s) — for example: <code>POST /evm/logs</code>, <code>dataset: 0103\_logs</code>.
  </Card>

  <Card title="Error Messages" icon="circle-exclamation">
    Paste exact errors from responses, logs, or UI. Include HTTP status, error codes, and any response values if present.
  </Card>

  <Card title="Timing Information" icon="clock">
    Provide the time window (with timezone) when the issue occurred. Example: <code>2025-11-11 14:15-14:20 UTC</code>.
  </Card>

  <Card title="User Impact" icon="users">
    Clarify scope: single user, team, or production pipeline. Note whether it's blocking or degraded.
  </Card>

  <Card title="Document Reference" icon="link">
    Link to the relevant docs page or object identifiers (addresses, pool UIDs, tx hashes) that illustrate the problem.
  </Card>

  <Card title="Visual Evidence" icon="image">
    Add screenshots or short screen recordings showing the failure and settings used.
  </Card>
</CardGroup>

<Tip>
  If possible, include a minimal cURL that reproduces the issue:
</Tip>

```bash cURL theme={null}
curl -X POST "https://api.blockdb.io/v1/evm/raw/blocks" \
  -H "Authorization: Bearer $BLOCKDB_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"chain_id": 1, "from_block": 123, "to_block": 456}'
```

## Understanding Priority Levels

Select the appropriate priority so we can triage effectively:

<AccordionGroup>
  <Accordion title="Low Priority" icon="arrow-down">
    Non-critical, no impact on daily work.

    * General questions
    * Feature requests
    * Future roadmap inquiries
  </Accordion>

  <Accordion title="Normal Priority" icon="arrow-right">
    Partial impact or inconvenience.

    * Minor bugs
    * Intermittent issues
    * Workarounds available
  </Accordion>

  <Accordion title="High Priority" icon="arrow-up">
    Significant impact on usage or timelines.

    * Production job degradation
    * Critical queries failing for a subset of inputs
    * No viable workaround
  </Accordion>

  <Accordion title="Urgent Priority" icon="alarm-exclamation">
    Immediate, business-critical impact.

    * Outage or complete stop of production workloads
    * Data corruption risk
    * Security concerns
  </Accordion>
</AccordionGroup>

<Note>
  Accurate priority helps the team triage efficiently. Over-escalation may delay truly critical responses across the queue.
</Note>