Accessing GUIDE-Sonatype Support

Sonatype Guide includes built-in access to Sonatype Support for eligible subscription tiers. Depending on your plan, you may submit support requests directly from the Guide interface using the Support form.

Who Can Access Support

• Free Tier — No access to the support form; upgrade required.

• Pro Tier — Full access to submit support tickets.

• Enterprise Tier — Full access to submit support tickets.

How to Access Support

The Support option is available from the user menu in the Guide interface. Only authenticated Pro and Enterprise users will see this menu item.

1. Click your user avatar in the upper-right corner of the interface.
2. Select Support (displayed with a LifeBuoy icon).
3. You will be taken to the Support page located at /settings/support.

Using the Support Form

The support form collects the information needed by Sonatype to troubleshoot your issue.

Required Fields

• Subject — maximum 200 characters.
• Description — minimum 20 characters, maximum 5000 characters.

Submission Process

1. Fill in the Subject and Description fields.
2. Click Submit.
3. You will be redirected to the Guide home page.
4. A success message appears showing your Ticket ID.
5. You will also receive a confirmation email containing your ticket details.

After Submission

• A confirmation email is sent with the ticket subject, description, and Ticket ID.
• All communication takes place over email; Guide does not provide a ticket portal.
• Include your Ticket ID in any follow-up messages.

Error Handling

If your request cannot be submitted, the following message will appear: “We're unable to submit your request right now. Please try again ”

FAQ

• Do I need a Support Portal login? No - all communications occur through email.
• Where can I track my ticket? Replies are delivered via email; Guide does not show ticket status.
• How quickly will I receive a response? Response times depend on your subscription tier and issue priority.