> For clean Markdown of any page, append .md to the page URL.
> For a complete documentation index, see https://help.sigmacomputing.com/llms.txt.
> For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://help.sigmacomputing.com/_mcp/server.

# Submit a support request

> Submit a Sigma support request with a severity level and optional attachments when live chat is unavailable. This document explains how to submit a support request with different severity levels and optional attachments.

When [live chat](/docs/sigma-support#contact-sigma) is unavailable, or if you prefer to receive support communications via email, you can submit a support request in Sigma's support portal.

1. Go to [support.sigmacomputing.com](https://support.sigmacomputing.com/) and click **Submit a request**, or [open the form directly](https://support.sigmacomputing.com/hc/en-us/requests/new?).

   If you're not currently logged into your Sigma Support account, submit your credentials to access the form.

   > **Info**
   >
   > Your Sigma Support account is separate from your Sigma app account and may have been created during customer onboarding. If you cannot sign in and don't receive a password reset email after submitting a **Forgot password** request, you might not have an existing Sigma Support account. To request one, contact your Sigma Account Manager.
2. Complete the **Submit a request** form:

   1. (Optional) In the **CC** field, enter additional email addresses that should receive a copy of the request and all responses. The email address associated with your Sigma Support account is automatically saved as a recipient.
   2. In the **Subject** field, enter a brief summary of your request.
   3. In the **Description** field, describe the issue and include relevant information (for example, the error message and ID) that can enable the Support team to quickly and easily assist you.
   4. Click the **Severity** field and select an option from the dropdown:

      <table>
        <tbody>
          <tr>
            <td>
              **S3**

               (low)
            </td>

            <td>
              General product questions and feature requests.
            </td>
          </tr>

          <tr>
            <td>
              **S2**

               (medium)
            </td>

            <td>
              Specific product functionality is degraded and affects a small number of users.
            </td>
          </tr>

          <tr>
            <td>
              **S1**

               (high)
            </td>

            <td>
              Sigma service or performance is severely degraded for one or more product components and affects business processes.
            </td>
          </tr>

          <tr>
            <td>
              **S0**

               (critical)
            </td>

            <td>
              Sigma service is inaccessible for one or more major product components and affects crucial business processes.
            </td>
          </tr>
        </tbody>
      </table>

      > **Warning**
      >
      > A request submitted with the **S0** (critical) severity level immediately alerts the on-call Support engineers, regardless of day or time. Please select this severity level only if your issue meets the criteria.
   5. (Optional) In the **Attachments** section, add relevant files that can help the Support team better understand the issue.
   6. Click **Submit**.

      ![Screenshot of Submit a request form with the subject, description, severity and attachment fields](https://sigma-docs-screenshots.s3.us-west-2.amazonaws.com/Support/Escalate+critical+issues+after+hours/support-escalation_submit-a-request.png)

      Sigma sends a confirmation email and all Support responses to the email address associated with your Help Desk account.

## Related resources

* [Sigma support](/docs/sigma-support)
* [Escalate critical issues](/docs/escalate-critical-issues)