Working with cases

If you have a Support, Priority, or Premium Support Package with Akamai, you can open cases to resolve questions or issues with your Akamai applications or services.

When the case is created, you will receive an automated confirmation email that the case is in our queues. After assignment, the case owner will contact you via phone or email to update you on the status. At any time, you can track the progress of your case and add updates.

Types of cases

Technical Issue. Get Akamai support on technical issues you haven't been able to resolve through the tools or other resources.
Business Support. Make a business request to extend or modify your Akamai services, to raise
questions with regard to your configuration deployment, or other account requests.
Billing Support. Get help on invoice issues, billing discrepancies, purchase order details, etc.
Managed Security Support. Customers of our Managed Security Service can contact the Akamai Security Operations Command Center (SOCC).
Professional Services Request (billable). Make a request for billable services from our Professional Services team.

Report an issue

In the top corner of Control Center, click the Services ☰ menu, and then from the Support category, select Support cases > Create case.
Select the category of the case and fill in the required fields.

If you are a direct customer, you can open cases on behalf of indirect customers, and allow them to view cases in their accounts.

If you prefer that indirect customers don't see open cases, you need to open the case at the top level and choose the indirect customer. The indirect customer won't see open cases.

View cases

From the Akamai Control Center main menu. In the top corner of Control Center, click the Services ☰ menu, and then from the Support category, select Support cases. When you view cases, you can use the drop-down filter to limit the display to closed or open cases, your cases or your company's cases. You can view an individual case by clicking it in the case list.

Add notes or upload files for cases

After you have created a case and can view it in the case list, click the case listing to open it and review its history. In the Activities section, you can add notes or upload files by using the links provided by clicking either the Add Note or Upload a File (20MB max) buttons.

Service level agreement for initial response

The initial response is the first communication from Akamai personnel to customer by phone or email.

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The terms of your service agreement or contract supersede any information in this guide.

Support type	1 - Major impact	2 - Moderate impact	3 - Low impact
Premium 3.0	< 15 minutes*	< 1 hour	< 1 business day
Premium & Premium 2.0**	< 30 minutes*	< 1 hour	< 1 business day
Advanced	< 30 minutes (reported through Akamai support)	< 2 hours	< 1 business day
Named Enhanced Support	< 30 minutes*	< 2 hours	< 1 business day
Plus	< 1 hour (reported through Akamai support)	< 2 hours	< 1 business day
Priority with Enhanced SLA	< 30 minutes	< 2 hours	< 1 business day
Priority	< 1 hour	< 2 hours	< 1 business day
Standard with Enhanced SLA**	< 30 minutes*	< 2 hours	< 1 business day
Standard**	< 2 hours	< 4 hours	< 2 business days

* Request needs to be opened by phone.
** All support requests reported via e-mail are considered as Severity 3.

Severity levels for technical cases

Severity level	Definition	Recommended escalation method	Standard response time
1 - Major impact	Akamai system or major application is down or seriously impacted and there is no reasonable workaround currently available.	Open a case in Case Management or optionally call Akamai support.	< 2 hours
2 - Moderate impact	Akamai system or application is partially or moderately impacted, or a single incidence of failure is reported. There is no workaround or the workaround is cumbersome to implement.	Open a case in Case Management or optionally call Akamai support.	< 4 hours
3 - Low impact	Routine maintenance, configuration change requests, questions about your account or contract, help managing your services online, information requests, and general feedback.	Open a case in Case Management.	< 2 business days

Severity levels for business or billing cases

Severity level	Definition	Recommended escalation method	Standard response time
1 - Major impact*	Akamai system or major application is down or seriously impacted and there is no reasonable workaround currently available.	Call Akamai support.	< 2 hours
2 - Moderate impact*	Akamai system or application is partially or moderately impacted, or a single incidence of failure is reported. There is no workaround or the workaround is cumbersome to implement.	Call Akamai support.	< 4 hours
3 - Low impact	Routine maintenance, configuration change requests, questions about your account or contract, help managing your services online, information requests, and general feedback.	Open a case in Case Management or optionally call Akamai support.	< 2 business days

*Note that the default severity level for a business or billing case is severity 3, low impact. If you need to open a severity 1 or 2 business or billing case, or escalate an existing case to a higher severity, you need to call support directly.

Severity levels for managed security cases

Severity level	Definition	Recommended escalation method	Standard response time
1 - Major impact*	Akamai system or major application is down or seriously impacted and there is no reasonable workaround currently available.	Call Akamai support.	< 2 hours
2 - Moderate impact	Akamai system or application is partially or moderately impacted, or a single incidence of failure is reported. There is no workaround or the workaround is cumbersome to implement.	Open a case in Case Management or optionally call Akamai support.	< 4 hours
3 - Low impact	Routine maintenance, configuration change requests, questions about your account or contract, help managing your services online, information requests, and general feedback.	Open a case in Case Management or optionally call Akamai support .	< 2 business days

*If you need to open a severity 1 Managed Security case, or escalate an existing case to severity 1, you need to call support directly.

Severity levels for emerging cases

The following severity levels apply to technical support cases opened for Emerging Products. Note that the terms of your service agreement or contract supersede any information in the documentation.

Severity level	Definition	Recommended escalation method
1 - Critical impact	An existing network or environment is down or there is a critical impact to an end user’s business operation. There is no reasonable workaround currently available.	Open a case in Case Management or contact Akamai support.
2 - Major impact	Operation of customer’s existing network or environment is severely degraded or significant aspects of end user’s business operation are negatively impacted by unacceptable network or environment performance.	Open a case in Case Management or send an email to Akamai support.
3 - Moderate impact	Operational performance of end user’s network or environment is impaired, although most business operations remain functional.	Open a case in Case Management or send an email to Akamai support.
4 - Low impact	Partner or an end user requires information or assistance on software capabilities, installation, or configuration.	Open a case in Case Management or send an email to Akamai support.

Severity levels for Aura cases

The following severity levels apply to technical cases opened for issues with the Aura product set. Note that the terms of your service agreement or contract supersede any information in the documentation.

Severity level	Definition	Standard response time
1 - Major impact	Critical Service Impact - Catastrophic impact to business operations. The Aura CDN solution is significantly impaired and unavailable to multiple user locations. Example of Severity 1 issues include: - Aura CDN solution is down causing end-users to experience a total loss of service. - Continuous or frequent instabilities affecting traffic-handling on a significant portion of the network/system. - Creation or existence of a safety hazard.	Initial contact: < 30 minutes
2 - Moderate impact	Major Service Impact - Significant impact to business operations. There is a repeatable inability to use the applicable Aura CDN solution from a single location or region. Example of Severity 2 issues include: - Network or system event causing intermittent impact to end-users. - Loss of redundancy. - Loss of routine administrative or diagnostic capability.	Initial contact: < 2 hours
3 - Low impact	Minor Service Impact – Limited or no impact to business operations. Non-urgent matter or information request. Example of Severity 3 issues include: - Issues seen in a test or pre-production environment that would normally cause adverse impact to a production network. - Information requests. - Clarification of documentation.	Initial contact: < 1 business day