A well-documented request helps our team understand your situation and choose useful checks. The support page provides Nuagerie’s contact details. If a follow-up channel has already been agreed for your service, use it to keep the context together.
Open a request
- Identify the affected service and check whether you already have a conversation with our team about it.
- Use the contact details on the support page to choose email or telephone for your situation.
- Give a specific subject, then explain the problem, its impact and when it began.
- Review the information and attachments before sending them.
Useful information to include
- The affected domain or service and relevant page address, without confidential tokens in the link.
- The time of the problem and your time zone.
- The exact error, steps to reproduce it and expected result.
- Recent changes and checks you have already performed.
- A cropped screenshot when it adds useful information.
Hide personal information that is not needed. Do not attach passwords, temporary codes, API keys or configuration files containing secrets.
Follow the case
As the same problem develops, reply in the existing email thread and include any reference our team has provided. This preserves context and avoids spreading information across several conversations. If the impact changes, explain what has become affected.
For an access problem, identify the tool and sign-in address involved. You can also start from the contact page for a new request.
Move a technical request or project forward
For an incident, start with what is preventing your team or customers from working: blocked orders, missing email or an unavailable login. Our team can then investigate with that practical impact in mind and explain the checks and available options.
For an improvement, describe the outcome you want, the tools you already use and your deadline. Whether you are moving a site, changing hosting capacity or planning a custom application, this helps establish the scope and next steps before work begins.