Cloudera Support account issue

[#1]

Dears

I am an admin for a CDP Private Cloud Base customer who is struggling to raise support tickets on their respective myCloudera account. I did confirm that they purchased the highest level of support which they have not utilized ever since the cluster was deployed.

Recently there has been several incidents on the cluster which required cloudera support but due to not having a support account we had to make due with help from cloudera partners. 

Whenever I access the support portal and try to raise a ticket I am faced with "This page is restricted please contact your admin"

I thought that once I make an account with the company's email support will be active straight away but for some reason it is not. 

Has anyone faced this before and how was it resolved?

[#2]

I am sorry to hear they are facing this issue. I've sent you a private message for additional details so we can direct to the appropriate team.