A well-documented request helps our team understand your situation and choose useful checks. Use your Client Area to associate the conversation with the correct account and keep the discussion together.
Open a request
- Sign in to your Nuagerie Client Area.
- Open the support section and choose the option to create a request.
- Select the affected service when that option is available.
- Enter a specific subject, then explain the problem and its impact.
- Review the information and attachments before submitting.
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
Review your requests in the Client Area and reply in the existing case as the same problem develops. This preserves context and avoids spreading information across several conversations. If the impact changes, explain what has become affected.
If you cannot sign in, use the contact page and explain that you have an access problem.
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.
