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Docker Business and DHI Enterprise customersThe Premium Support service is an add-on for Docker Business and DHI Enterprise customers (additional fees may apply).
The TAM service is an add-on for Premium Support customers (additional fees may apply).
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Docker Business customersSupport for Docker Desktop issues on versions up to 6 months older than the latest version, with fixes only on the latest version.
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Docker Team subscribersDocker only offers support for the latest version of Docker Desktop. If you are running an older version, Docker may ask you to update before investigating your support request.
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Docker Pro subscribersDocker only offers support for the latest version of Docker Desktop. If you are running an older version, Docker may ask you to update before investigating your support request.
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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:
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:
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.
The landing page provides a quick snapshot of your support activity.
The Case History page lists every case associated with your organization.
How is access to support cases controlled?
Support case access is based on organization membership.
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:
How does the access hierarchy work?
Access follows a strict hierarchy:
Company → Organization → User
Why can company or organization owners see more cases?
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:
Who can download attachments?
Attachments are restricted to protect sensitive data.
Only case creators can download attachments.
Do teams affect support case access?