We normally keep tickets open until full resolution; however, we do end up in situations where a request/bug has to be escalated to our engineering teams over extended periods. In this scenario, we will close out the support ticket as ‘Solved’ even if the underlying issue is not resolved. If your team responds to any ticket we’ve marked as ‘Solved’, the ticket will reopen with your latest comment. Please include logs, steps taken, and any relevant information (e.g., environment, architecture, etc.).

Docker Documentation provides additional information about what is and is not supported.

The Docker Billing documentation includes frequently asked questions and solutions.  If you are unable to find a solution here, contact Docker Support by opening a support ticket.

Docker will consider restoration requests only when the request is for a project or group that is part of a paid Team or Business subscription, and one of the following is true:

• The data was deleted due to a Docker bug/issue
• The organization’s contract includes a specific provision

Due to legal/privacy laws and for the security of our other customers, Docker does not provide raw logs, IP addresses, or other information requests related to our customers.

Refer to the Docker Pricing page to learn more about subscription features and support.

To access the Customer Support Portal:

1. Sign in to Docker.
2. Select the correct organization from the organization switcher.
3. Open the Help (?) menu in the top navigation.
4. Select Support Portal.

The Support Portal opens in your current browser tab.

Note: Access to the Support Portal is being rolled out in phases. If you do not see Support Portal in the Help menu, it may not yet be enabled for your organization.

Landing Page

The landing page provides a quick snapshot of your support activity.

You can:

• View active cases at a glance
• Create a new case
• Quickly jump to case details

Create a new case

1. Select New case
2. Provide the subject, description, topic, and sub-topic
3. Submit to create the case

All Cases (Case History)

The All Cases view shows all cases associated with your organization.

You can:

• View case status (Open, Pending, Action Required, On Hold, Closed)
• See topic, sub-topic, case owner, and last updated time
• Filter, sort, and customize visible columns
• Export case data

Open a case

• Select any row to open the Detailed Case View

Detailed Case View

Each case provides full visibility into its progress and history.

You can:

• Review case metadata and description
• Add collaborators to the case
• View the activity timeline with comments and responses
• Download attachments (if permitted)

Comment on a case

• Enter your message in the activity editor
• Add additional users to notify
• Select Send

Reopen a case

• Adding a new comment to a Solved case will automatically reopen it

How is access to support cases controlled?

Support case access is based on organization membership.

• If you are part of an organization, you can see that organization’s support cases.
• Visibility does not automatically grant interaction rights.

Who can interact with a support case?

Only users who are directly involved with a case can interact with it.

You can interact with a case if you:

• Created the case
• Are added as a collaborator on the case

How does the access hierarchy work?

Access follows a strict hierarchy:

Company → Organization → User

• Access flows downward only
• Nothing flows upward automatically
• Teams do not grant additional visibility beyond the organization

Why can company or organization owners see more cases?

• Company owners can see all cases across their organizations
• Organization owners can see all cases within their organization
• This visibility supports administration, compliance, and escalation workflows

Why can my colleague see a case but not comment on it?

Seeing a case and interacting with it are separate permissions.

Common reason a user can view but not comment:

• They are an organization member but not added to the case

Who can download attachments?

Attachments are restricted to protect sensitive data.

Only case creators and active collaborators can download attachments.

Do teams affect support case access?

No. Teams are used for internal organization and grouping only.

Support case visibility and permissions are controlled at the organization level, not the team level.

Summary of case permissions