Neo4j Customer Portal: How to Create a Case

All authorized contacts to a Project have the ability to create and manage support cases through the Customer Portal. To understand how to Add a (new) Contact to a Project please review this knowledge article.

• Navigate to https://support.neo4j.com/ and click the Log In button.
  • NOTE: If this is your first time logging in to the Customer Portal, after being added as an authorized contact, please refer to the Add a Contact to a Project KA for instructions. There are two paths depending on whether you have an existing Auth0 account associated to your registered email address or if need to create one using the Sign Up link

• After logging in select Manage Cases

• Select the appropriate Get Enterprise Support or Get Aura Support button depending on if you have Neo4j Graph Database or Neo4j AuraDB
  • NOTE: CMS customers should select the Get Enterprise Support button

• For both Enterprise and Aura Support the next UI requires that you select a Customer Project from the dropdown menu that will be associated to the new Case and then select the Next button. This step is required because all authorized contacts will be associated to at least one Project but it is possible to be members of multiple projects.

• The Project Confirmation screen displays the Project Name, Support Level, Support Timezone, SLA's and a definition of business hours and requires the user to select Confirm Project or Previous. If the wrong Project was selected the Previous button will allow you to reselect the appropriate entry.

• If you selected Get Enterprise Support the following UI will be presented 

• If you selected Get Aura Support the following UI will be presented

• Once a case has been Submitted a confirmation screen will be presented which includes a hyperlink to quickly navigate to the case. 

• Alternatively, it is possible to navigate to all cases by selecting Manage Cases > select the appropriate Project

• Select the appropriate Case Number or the View All button to see all of the Cases associated to the Project rather than the last six