Overview 

You can report incidents to the Support Team at any time using 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 in the Client Portal. By following these steps, you can submit your issue or request, provide all necessary details, and receive a case ID for reference.

Create case

To create a case, follow these steps:

1. Navigate to the Support section.

2. Click the Support button directly within the Nowtilus interface. 

You will be redirected to the Client Portal.

3. Click the Log In button in the upper-right corner of the window.

You will be redirected to the login page.

• If you have already received your credentials for the Client Portal via email, enter your username and password. 
• If you have not yet received your credentials (make sure to check your spam folder first), contact someone in your company who has access to the Client Portal and ask them to log a support ticket to create your dedicated user account. If no one in your company has access, you can reach out directly to your contact at Serverside.ai.

4. Click the Contact Support button. You will be redirected to the support form.

5.  Fill in the form with the following details:

• Subject*: enter a brief description of the issue or request. 
• Description*: provide a detailed description of the issue or request. 
• Type/Case Category*: select the appropriate category and type of issue. 
• Priority*: specify the priority level of the ticket. 
• How to reproduce: describe step by step how to reproduce the issue. 
• Channel ID: provide the impacted channel ID(s), if applicable. 
• Tenant name: provide the impacted tenant name(s), if applicable. 
• Attachments: include screenshots or files that can help explain the issue by clicking Upload File at the end of the form.

* These fields are mandatory.

Available case categories

Use the following categories to classify your support tickets:

• Report a bug
  • System down
  • Stream / Endpoint offline
  • Ad Insertion does not work
  • Access issues
  • Other issues
• Reporting questions
• Licensing and Billing*
  • Licensing and Billing questions
  • Product Trial questions
  • Other questions
• How to/General questions*
• Service Request*
• Improvement (Feature Request)*

* These categories will be treated as low-priority "requests" rather than incidents requiring a quick solution or workaround.

6. Click the Submit button at the bottom of the form to send your ticket.

A case ID will then be generated to identify the ticket you created.

7. You will receive an e-mail from Salesforce containing the form fields and a case number, which can be used to reference the ticket and confirm it was successfully submitted.