Access Case Management

You can access Case Management in Control Center after logging in with your username and password.

To view cases, in the top corner of Control Center, click the Services ☰ menu, and then from the Support category, select Support cases.
To create a case, in the top corner of Control Center, click the Services ☰ menu, and then from the Support category, select Support cases > Create case.

Contacting Akamai

About our service and support

The best way to contact us for service or support is to open a case. This helps us collect the necessary information to route your request to the appropriate team and resolve it more quickly.

Phone support and email support are available for Akamai customers and partners who have the appropriate support package. All customers should of course feel free to contact your account team at any time. If you contract your Akamai service through a partner or reseller and you don't have a support package, that company provides your primary support.

The list of contact numbers is available here: Akamai support.

Types of support

Technical support is available 24 hours a day, 7 days a week. Response time depends on the nature and severity of the problem and on the terms of your service agreement or contract.
Business support — questions about billing, contracts, new or modified service — is available on business days, generally Monday through Friday. To learn more, see Severity levels for business or billing cases.
Professional Services are available if your contract provides for use of these billable consulting services.

Feel free to contact your Akamai account team whenever you need to.

Opening cases

If you have a Support, Priority, or Premium Support Package, you can open a case to get support on issues you haven't otherwise been able to resolve. For example, business requests about billing or services, or request information. If your contract provides, you can open a Professional Services case (billable consulting services).

Contacting us through phone or email

We recommend calling Akamai by phone only for urgent issues or emergencies. As noted, technical support is available 24x7. Emails are considered non-urgent and should not be used for urgent issues. Of course, you can contact your account team directly whenever you need to.