# Raising a Support Ticket

Support requests for CERTInext can be raised to ensure timely resolution or feature assistance through eMudhra’s 24×7 support team. Customers can reach out to the support team via the following:

* Official support email ID: [support@certinext.io](mailto:enterprise.support@emudhra.com)
* 24X7 Chat Support on our Website: [SSL Certificates Provider | SSL/TLS Certificate Authority: emSign](https://us.certinext.io/)
* Call us on: +1 559 546 4889

**Important Points to note:**

* Use our knowledge base first: [https://docs.certinext.io/documentation](https://docs.emsign.com/emsign-certinext/overview)
* Support excludes custom development but covers troubleshooting, and best practices guidance.

**Best Practices for Effective Support:**

* Include timestamps, and environment details.
* Reference related Dashboard alerts or logs (export via Reports).
* Mention recent changes: upgrades/configs done at your end
* Sandbox testing resolves 30% of issues independently- request access if needed. (Sandbox account Url: [https://sandbox-us.certinext.io/](https://sandbox-us.emsign.com/login))
* Never share: Private keys/passwords in tickets


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