# Getting Support > Check status.reporting.cloud, open a ReportingCloud support case with Text Control, describe the failing request and join the community workspace on Slack. - **Product:** ReportingCloud - **Section:** Documentation - **Kind:** Topic - **Path:** ReportingCloud > Troubleshooting > Getting Support - **1038 words** - **Web URL:** https://docs.textcontrol.com/reporting-cloud/troubleshooting/support/ - **LLMs URL:** https://docs.textcontrol.com/reporting-cloud/troubleshooting/support/llms.txt - **LLMs-Full URL:** https://docs.textcontrol.com/reporting-cloud/troubleshooting/support/llms-full.txt --- Questions about ReportingCloud and its SDKs go to the Text Control support team, in a support case. Before you open one, check the status page: when the service itself has a problem, it is listed there. For questions that other developers may have run into as well, there is also a community workspace on Slack. ### Check the Service Status The status page at [status.reporting.cloud](https://status.reporting.cloud) shows whether the parts of the service are available: - **Web API**, at `https://api.reporting.cloud/`. - **Portal**, at `https://portal.reporting.cloud/`. - **Backend**. Below them, **Reported Incidents** lists the problems the team has identified, with the team's updates until the incident is resolved. The page was introduced in the blog article [ReportingCloud: Web API Health Status Page](https://www.textcontrol.com/blog/2019/04/09/reportingcloud-health-status-page/), and [Hosting and Availability](https://docs.textcontrol.com/reporting-cloud/overview/architecture/#hosting-and-availability) describes what the services agreement says about maintenance. When the status page shows no incident and your requests still fail, work through [Troubleshooting](https://docs.textcontrol.com/reporting-cloud/troubleshooting/llms-full.txt) first. If that doesn't solve the problem, open a support case. ### Open a Support Case Support cases go through the contact form of the Text Control support center. The **Open Support Case** link in the menu of the portal opens the same form. 1. Open the form at [support.textcontrol.com/new-ticket](https://support.textcontrol.com/new-ticket). 2. Enter your **Name** and **Email**. The answer comes by email. 3. Under **Department**, select **Support**. The form then shows the fields **Product** and **Serial Number**. 4. Under **Product**, select **ReportingCloud**, or the plan of your account below it: **Trial**, **Basic**, **Standard**, **Premium** or **Extreme**. 5. Enter the serial number of your subscription in **Serial Number**. [GET /v1/account/settings](https://docs.textcontrol.com/reporting-cloud/reference/web-api/account/settings/get/llms-full.txt) returns it in `serialNumber`. On a trial account, which returns `Trial` there, leave the field blank, as the form asks. 6. Describe the problem under **Subject** and **Message**, add files with **Add attachment** if they help, enter the CAPTCHA text and click **Submit**. The [support overview](https://www.textcontrol.com/support/) of the Text Control website links to the support center as well, where you open your cases and, after you sign in to the support center, follow them. The page states a guaranteed response time of 24 hours on business days and lists the telephone number of the support team, +49 421 42706710. ### Describe the Request Name in the case what the service received and what it returned. [Collect the Evidence First](https://docs.textcontrol.com/reporting-cloud/troubleshooting/#collect-the-evidence-first) lists where to find it: - **The request.** The endpoint, the query parameters (such as `templateName` and `returnFormat`) and the JSON body, shortened to the part that shows the problem. - **The response.** The status code and the body, as `curl -i` prints them, or the message of the exception your SDK throws. - **The time.** When the request was sent, with the time zone. The **Transaction Monitor** in the portal lists each transaction of the current month. - **The template.** Its name in the template storage, or the template file as an attachment. Don't send your password or an API key. The services agreement makes you responsible for keeping your sign-in information confidential, and anybody who has a key can create documents on your quota. If a key has been shared, delete it under **Manage Account** and create a new one, as [API Keys](https://docs.textcontrol.com/reporting-cloud/installation/api-keys/llms-full.txt) describes. ### Ask the Community on Slack The ReportingCloud Community is a Slack workspace with the channels `general` and `random` and one channel for each SDK: `sdk-csharp`, `sdk-java`, `sdk-php` and `sdk-ruby`. ![Slack sidebar of the ReportingCloud workspace with the channels general, random, sdk-csharp, sdk-java, sdk-php and sdk-ruby](https://docs.textcontrol.com/assets/img/reporting-cloud/community-slack-channels.162e1e8b.webp) 1. Open the [invitation to the ReportingCloud Community](https://join.slack.com/t/reportingcloud/shared_invite/zt-755i7x0k-RispefI_kweeNTVK00lSaw) and sign up with your email address. 2. Once you are a member, sign in at [reportingcloud.slack.com](https://reportingcloud.slack.com). ### Related Pages - [Troubleshooting](https://docs.textcontrol.com/reporting-cloud/troubleshooting/llms-full.txt): the common problems and their fixes, ordered by what you see. - [Errors and Status Codes](https://docs.textcontrol.com/reporting-cloud/document-processing/errors/llms-full.txt): what each status code of the Web API means. - [Plans and Licensing](https://docs.textcontrol.com/reporting-cloud/overview/licensing/llms-full.txt): the plans, their quotas and the services agreement. - [Transactions and Statistics](https://docs.textcontrol.com/reporting-cloud/portal/statistics/llms-full.txt): the Transaction Monitor and the statistics of the portal. --- ## Nearby - **Previous:** [Templates and Merging](https://docs.textcontrol.com/reporting-cloud/troubleshooting/mail-merge/llms-full.txt) - **Next:** [What's New](https://docs.textcontrol.com/reporting-cloud/whats-new/llms-full.txt)