Hosted edition
Support tickets
On the Professional and Enterprise plans you can reach our support team without leaving NGINXwatch: open Support in the menu.
Opening a ticket
Click Open a support ticket and fill in:
| Field | |
|---|---|
| Subject | a short summary of the problem |
| Type | Question · Something is broken · Feature request · Billing · Account / login · Other |
| Priority | Low · Normal · High · Urgent — production is down |
| Description | what happened, what you expected, and any error text |
Your product, edition and plan are attached to the ticket automatically, so there's no need to look them up.
Diagnostics
Attach diagnostics is ticked by default on the ticket form. It adds a small file with the last 7 days of errors and warnings from your organization in NGINXwatch — failed requests, errors your browser hit, and the changes made — plus your plan and agent versions. Passwords, keys and tokens are removed before anything is written, and only your organization's entries are included. Untick it if you prefer; we can still help, it just takes longer.
Error references. When something fails, the message ends with a reference
such as (ref 7F3K2QXA). Include it in your ticket — it points us straight at
what happened.
How long we keep it. NGINXwatch keeps its event log for 30 days. A diagnostics file attached to a ticket is deleted 90 days after the ticket is closed.
Following up
Our replies appear on the ticket in NGINXwatch and arrive by email. A badge on Support shows tickets with replies you haven't read. Reply from the ticket page to keep the whole conversation in one place.
| Status | Meaning |
|---|---|
| Open | waiting for our team |
| In progress | we're working on it |
| Waiting on you | we need something from you — reply to continue |
| Resolved / Closed | done — open a new ticket if the problem comes back |
Every member of your organization can see its tickets.
On the Free and Starter plans
Write to us through cinnamonsservices.com.