Creating a case

1) Navigate to the Support Section

Nowtilus clients will be able to reach out to Support by clicking on the Support button directly from the Nowtilus Interface.

They will be redirected to the Client Portal.

2) Log in in the Client Portal

Click on the “Log In” button available in the upper right part 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 for the Client Portal (make sure to check your spam folder first), reach out to a member from your company who has access to the Client Portal and ask them to log a support ticket to create your dedicated user. You can reach out to your contact at serverside-ai if nobody in your company has yet this access.

3) Start a new ticket

Once you log in, the Contact Support button will display in the homepage of the Client Portal.

By clicking on the Contact Support button, the user will be redirected to the Support form.

4) Fill in the form with the necessary details

• Subject*: Brief description of the issue or request.

• Description*: Detailed description of the issue or request.

• Type/Case Category*: Select the appropriate category and type of issue.

• Priority*: Indicate the priority level of the ticket.

• How to reproduce: Provide a detailed step by step of how to reproduce the issue.

• Channel ID: If applicable, provide the impacted channel ID(s).

• Tenant name: If applicable, provide the impacted tenant name(s).

• Attachments: Include screenshots or files that are can help understand the issue by clicking on Upload File at the end of the form.

* these fields are mandatory

Available case categories

• 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 handled as low priority “requests“ instead of incidents that need a quick solution/workaround

5) Submit the ticket

To do so, click on the Submit button underneath the form.

Then, a case ID will be generated to identify the ticket just created.

6) Confirmation e-mail

Additionally, you will receive an e-mail from Salesforce with the form fields (and a case number used to reference the case) to confirm the ticket was correctly submitted.