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Support

Raising a request

In the console, open Support in the menu, choose a severity, and describe the problem. You can also email support@habilelabs.io. Either way, a HabileLabs engineer answers.

A request raised in the console:

  • gets a reference such as CS-260923-7F3A, and a first-response time set by your plan and the severity (see service levels);
  • is emailed to HabileLabs support, with your address to reply to;
  • is confirmed to you by email, with the reference and when to expect an answer;
  • stays listed on the Support page with its status: open, responded or closed.

Any member of the workspace can raise a request, even while the workspace is suspended or being deleted.

To help us help you quickly, include:

  • the Zoho deal ID or ACE opportunity ID (for example O1234567), if it is about a deal;
  • the message the console shows, or a screenshot;
  • roughly when it happened.

Never send passwords, client secrets or AWS keys. We never need them.

When the problem is on the AWS side

Some problems sit with AWS rather than CoSell, for example a Partner Central API outage, a validation rule AWS changed, or a referral that won't accept. HabileLabs then escalates to AWS for you:

  1. to your AWS Partner Development Manager (PDM), when it concerns your opportunities or referrals;
  2. to the AWS Partner Integrator programme, aws-partner-integrators@amazon.com, when it concerns the Partner Central API itself.

HabileLabs keeps your request open and updates you until AWS has answered.