Contacting m3ter Support - m3ter Documentation

Submitting a Support Request

You can report an incident, request technical support, ask billing or account questions, submit general feature requests, and log defects.

Please provide as much information as possible when you raise a support request:

What to Include	Details
Organization ID	The relevant Organization ID, which you can get from the URL when you access the m3ter Console. In the Console, you can also read-off the ID at: Settings>Organization>Configuration>Organization details and copy it from there.
Organization Type	Whether the relevant Organization is a Production, Non-Production, or Sandbox m3ter Organization.
Issue Impact	For service issues, a measure of the impact the issue is having on your normal operations.
Account ID	The relevant end-customer Account ID (if the issue relates to a specific end-customer).
User ID	If this is a service issue, the User ID of the logged in user at time of issue. Otherwise, the most relevant User ID in relation to the request.
Start Time	If an issue has occurred, when did you notice it start?
Area of Interaction	What were you trying to do when the issue occurred? Were you using the Console, if so which area? Were you attempting to make and API call and, if so, which endpoint were you trying to call?
Service Function	If the issue is with the m3ter service, which part of the service were you using? (Ingest, Billing & Rating, Analytics, and so on)
Description	What were you trying to accomplish? As much detail as you can provide regarding what the support request is about.
Steps to Reproduce	If this is a service issue - please describe the exact steps required to reproduce the issue.
Expected and Actual Behavior	If this is a service issue - what did you expect to happen and what actually did happen?
Additional Information	Include any screenshots or other files such as logs if these will help us to better understand the issue.

Important: Exclusions! m3ter Support does not cover directly any third-party software connected via our integrations. Any m3ter created integration is supported, should the problem be related to the integration itself.

​Submitting a Support Request

Submitting a Support Request