Submit a Support Request

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1 Introduction

In order for Mendix Support to pick up and process your support request, it is important to provide the right information. This will speed up the processing of your request and minimize back-and-forth communication between you and Mendix Support. The details below are what Mendix Support needs and uses to process an incident ticket.

Before submitting a new Menix Support request, check these resources to make sure your question has not already been answered:

If you cannot find the answer to your question on the Mendix Forum or in the Mendix documentation, you can submit a support request. The Mendix Support Portal will walk you through the ticket creation by asking for relevant information based on the type of request.

3 Submitting a New Request

You can access the Mendix Support Portal at support.mendix.com.

This is the basic information required for a ticket:

  • A detailed description of the exact error
  • A detailed description of the action that was performed when the error was received
  • A description of the desired goal (optional)
  • The affected app (for more information, see How to Prepare Your App Project for Support)

To submit a request with Mendix Support, follow these steps:

  1. Click Submit a request in the top-right corner of the portal.
  2. Select an issue from the drop-down menu:

    You can select from the following issues:

    • Request for Information – general questions about Mendix
    • Incident – if your app is down, or you are experiencing another platform issue
    • Standard Change: Request New Licensed Node – please use the Request New App Node app unless you are requesting an SAP Subscription Secret
    • Standard Change: Change On-Prem Licensed Node – request a new license key for an existing app (for example, if you have new hardware configuration)
    • Standard Change: Off-Board Licensed Node – remove a licensed node or app that you no longer need (applies to all platforms)
    • Standard Change: Change Mendix Cloud Container Size – all vertical scaling changes for a container that require downtime (for example, changing memory or database size)
    • Standard Change: Change Mendix Cloud File Storage – increase or decrease the file storage size
    • Standard Change: Change Mendix Cloud URL – change a non-custom Mendix URL (for example, something.mendixcloud.com)
    • Standard Change: Assign Company Admin – make an existing Mendix user the Company Admin
    • Standard Change: Request ATS License – obtain a license to use ATS (for more information on this product, see ATS Guide)
    • Standard Change: Request APM License – obtain a license to use APM (see APM Guide for more information)
    • Standard Change: Reset Google authenticator – reset the Google authenticator if you are using it for 2FA (for example, when you get a new phone)
    • Standard Change – other changes which can be made on the platform, but for which you do not have access
    • Non-Standard Change – any other changes not covered by other issues above
  3. Fill in the fields for the issue type you selected.

  4. When you enter the Subject of the request, the Mendix Support Portal will suggest relevant documentation for you to read before you submit the request:

If investigating the documentation and searching the Mendix Forum does not help you solve your issue, you can submit the Mendix Support request.

4 Request Priority

You can select the priority that you feel the request should have. Please note the SLA regulations for this priority.

The priority is based on the combination of impact and urgency:

Impact Description
High A high-priority production issue with a high impact on the customer’s business, impacting (almost) all users.
Medium A production issue with intermediate impact on the customer’s business, impacting a group of users.
Low A trivial production issue with no impact on the customer’s business.
Urgency Description
High The operational functionality is severely disrupted.
Medium The operational functionality is fairly disrupted.
Low The operational functionality is hardly disrupted.

You can set the priority to the following levels:

  • Critical
  • High
  • Medium
  • Low

The ticket priority that Mendix Support validates is based on this matrix:

5 Providing Attachments & Additional Information

Depending on the type of request, providing attachments and additional information may be helpful. The scenarios below list what additional information should be provided.

5.1 Attachments

You can add large attachments such as project files to the request. Please note that Mendix recommends not attaching any files that contain personal identifiable data, credit card information, or other sensitive data.

5.2 Cloud Problems & Deployment Issues

  • Log file (.txt)
  • Date and time of the incident

5.3 Team Server Problems & Project Issues

5.4 Studio & Studio Pro Problems

5.5 App Store Content Problems & Module, Widget & Theme Issues

5.6 Mobile Problems

  • Operating system and version (Android x.x or iOS x.x; for example, Android 6.1)

5.7 Browser Problems

  • Operating System (Windows x or iOS x; for example, Windows 10)
  • Browser name and version (Chrome x.x, Firefox x.x, IE x.x, or Safari x.x; for example, Chrome 54.0.2840.99)

6 Overview of Requests

By clicking your name in the top-right side of the screen, you can select My activities and see all the requests that you have submitted (My requests) as well as all the requests that have been submitted on the apps to which you have access:

On the All requests tab, you can click Follow for an app to be informed of all the changes on requests on that specific app:

7 Viewing & Updating Tickets

From the overview, you can easily open a specific request, or you can search for a request by using the Search option. Once you have opened a ticket, you can add comments to the ticket assignee or add new attachments.

The ticket can have the following statuses:

  • Open – the ticket is in the Mendix Support department
  • Pending – the ticket is awaiting your reply
    • You will receive one reminder email before the Mendix Support Portal automatically closes the ticket
    • If you reply, the ticket will be automatically set to Open again
  • On-hold – the ticket has been forwarded to the Mendix second-line support
    • You will be informed on the R&D status and the planned version once a response has been received from the second-line
  • Solved – the ticket has been solved
    • If you reply, the ticket will be automatically opened again
    • You can close the ticket yourself by checking the box Please consider this request solved
    • The ticket will be closed for comments automatically after a set number of days, after which you can create a follow-up ticket

8 Submitting a Feature Request

On the Mendix Idea Forum, Mendix captures ideas and requests from customers and developers in the Mendix community. Each quarter, this forum is treated as a short-list of the top features that the Mendix community supports via topics with the most upvotes.

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