Support for DX Cloud Customers
Latest Helm: 1.18.0 Archetype: 1.10 Cloud parent: 6.3.14
Welcome to DX Cloud Support. We’re here to ensure your platform runs smoothly. Below, find key resources and guidance for getting help, reporting issues, and accessing best practices.
Magnolia Cloud Helpdesk
The Magnolia Cloud Helpdesk is your primary channel for reporting issues, tracking progress, and getting support.
Reporting issues
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Use a Personal Atlassian Account: Log in to the Magnolia Cloud Helpdesk portal with your individual Atlassian account to report issues or comment on tickets. This helps us identify and assist you efficiently.
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Shared Atlassian Account (Notifications Only): A shared Atlassian account can be set up for your team to receive notifications from Magnolia (e.g., site downtime or upgrades). Do not use this account for reporting issues or commenting, as it limits our ability to provide targeted support.
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Emergency Access: In urgent cases, if you do not already have a personal Atlassian account, create a limited Helpdesk-only account directly via the Helpdesk portal.
For Magnolia partners, you should ensure that a unique email address is used for each subscription package you manage. This helps ensure easier ticket tracking and allows for a faster resolution for the emergency issue.
| When reporting a critical emergency issue outside of business hours, please also call the emergency phone number to notify us of the issue. The number is available in the Helpdesk portal. |
Why personal accounts?
Using personal Atlassian accounts for issue reporting allows us to track your specific needs, streamline communication, and resolve issues faster. Shared accounts are reserved for notification purposes to maintain security and compliance.
Account Setup
To request an Atlassian account:
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Contact: Email info@magnolia-cms.com with:
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Personal name (no shared accounts, except for notifications)
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Company name
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Client name (if applicable)
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Individual email address (e.g., not support@company.com)
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Phone number
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Account Issues:
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Update Atlassian account passwords directly in JIRA/Confluence.
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For any other issues, email cloud-helpdesk@magnolia-cms.com (cc: cloud-support@magnolia-cms.com).
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Upon account setup, you will receive a welcome email. For shared accounts, the message also includes content similar to the following:
Hello and welcome to Magnolia Jira.
This shared account has been created solely for notification purposes. It should not be used to report or comment on tickets from the customer side. For any ticket-related activity—such as reporting issues or adding comments—please use your personal account.
With best regards,
The Magnolia team
Additional Support resources
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Preparing for DX Cloud: Get ready for DX Cloud by understaning the architecture and configuration steps for onboarding. The guide includes information on cluster setup, GitLab CI/CD pipelines, Kubernetes access, and secrets management.
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Go Live guide: Best practices for launching your DX Cloud project.
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Migrate Magnolia from Cloud 3 to DX Cloud: Steps to transition from Magnolia’s legacy cloud to DX Cloud.
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Best practices on DX Cloud: Learn how to use DX Cloud in the most optimal way.
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Troubleshooting: Troubleshoot any issues along the way.
Need Further Assistance?
Reach out to our team at cloud-helpdesk@magnolia-cms.com for support or info@magnolia-cms.com for account-related inquiries. We’re here to help you succeed.