What should I include in a support request?
The details that help us solve your issue faster.
The more we know when you open a ticket, the faster we can help. Please include:
- Product and version – NormSentry or NflowX, and whether it runs on-premise or hosted.
- What you expected and what happened – one or two sentences each.
- When it started – and whether anything changed around that time (upgrade, configuration, network).
- Exact error messages – copy the text, or reply to our confirmation email with a screenshot.
- Logs – if you have them, attach them when you reply to our confirmation email.
- Business impact – how many users or systems are affected. This helps us confirm the severity.
Open the ticket at go.evelcra.com/support or email support@evelcra.com.