Overview

You can report incidents to the support team through the client portal. Each incident is stored as a support case and assigned a unique case number for reference.

This guide explains how to create a support case. Follow these steps to submit your issue or request and receive a case ID. Submit your ticket in English to ensure proper handling.

Create case

To create a case, follow these steps:

1. From the left menu, select Support. The system redirects you to the client portal.
2. Click Log in in the upper-right corner. The system redirects you to the login page.
3. Log in to the portal:
   • If you have credentials, enter your username and password.
   • If you do not have credentials, check your spam folder for the invitation email. If you cannot find it, ask a colleague with portal access to log a support ticket to create your account. If no one in your company has access, contact your Equativ representative.
4. Click Contact support.
5. Fill in the form fields:

* Mandatory field.

6. Click Next to add collaborators to your case. In the Add Collaborators table, select the contacts you want to keep informed about the case’s progress. You can add only contacts who already have access to the portal.
7. Click Next to submit your case. On the confirmation page, note the case number; you must include this number in all communications with Equativ's technical support team. Click Finish.

Case categories

Use the following categories to classify your support tickets:

Case processing

Manage case priority

The priority assigned to a case reflects its impact on your business revenue. Once a case is saved, its priority cannot be changed. However, you can reopen the case and add a message requesting a priority change, along with a justification.

The Support Team prioritizes cases based on the selected priority and based on the service level of the individual customer. To learn more about the actual targets for the first response time and the overall case resolution time, refer to your contractual Service Level Agreement (SLA).

*Specifics about blocker cases 

The Blocker priority is reserved for severe incidents that significantly impact the quality of service for multiple or all of Nowtilus’ customers. Typically, the root cause is a major outage in Nowtilus’ IT infrastructure. 

To maintain an incident at Blocker status, Nowtilus might require a technical contact from your side to be continuously available. This ensures efficient cooperation, including exchanging expert knowledge, performing resolution testing, and enabling direct communication between experts on both sides. If you are unable to provide such a resource, Nowtilus might reduce the priority of the incident. Conversely, a case’s priority might be increased to Blocker if the investigation indicates it is justified.

Analyze case

The Support Team follows established processes and uses specialized tools to analyze your case. Your support specialist will work with you to determine the nature of the issue, reproduce the problem if necessary, answer specific questions, and provide a temporary solution or workaround. 

Collecting diagnostic information might require several iterations to isolate the problem and identify its cause. Therefore, you might be asked multiple times to provide additional information or materials.

Provide additional material

Your support specialist might ask you to provide additional materials, such as reports, logs, or dumps generated by diagnostic tools and utilities. Your cooperation helps further identify, verify, and progress your case toward resolution. 

To send a file to the Support Team, edit your case and click the Manage File Attachments button. This method ensures a secure file transfer (using SSL/HTTPS) and has no file size limitations other than those imposed by your browser.

Request elevated attention

If you need to involve the support specialist’s manager, you can request elevated attention by following these steps: 

1. Edit the case.
2. Click the Raise a Case Concern button located on the right.
3. Fill in your phone number.
4. Select the category of your concern:
   • No Solution Provided: the case has not received any reply from the Support Team.
   • Unsatisfied Solution Provided: the case received an unclear, incorrect, or unacceptable solution.
   • Repetitive Tasks: too many tasks or actions are required for this case.
   • Other: any other reason for the concern.
5. Add a description of your concern.
6. Click Submit. 

The case owner’s manager will be notified and will follow up to address your concern and improve service.

Browse case

Click My Cases to display a list of your cases with their details, such as status, history and progress, attachments, priority, or contact data.

Reopen case

You can reopen a case if you need further assistance with a resolved issue. To reopen a case, follow these steps: 

1. Open the case you want to edit. 
2. Click Reopen case on the right. 
3. In the Your message field, enter your message. 
4. Click Confirm.

Close case

Typically, a case is closed when you and the support specialist agree that a resolution has been reached, or when:

• The issue is determined not to be caused by a solution provided by Nowtilus.
• The case falls outside Nowtilus’ support scope (for example, consulting services); such requests should be directed to your account manager.
• You indicate that the case is no longer an issue.
• You become unavailable to actively work on the case. Nowtilus will attempt to contact you after a few days, and if no response is received, the case will be closed.