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Support

The Support section of the portal lets you submit and track support tickets, view the portal changelog, and access documentation. Navigate to Support in the left sidebar or click the headphone icon in the lower-left corner of the portal.

View Tickets​

The View Tickets page has two tabs:

  • Open Tickets — tickets that are currently active and awaiting resolution
  • All Tickets — includes previously closed tickets for reference

Click into any ticket to see the full detail view: ticket number, status, department, urgency, date opened, and the complete message thread with both your communications and NetActuate's responses.

Note: Tickets can be submitted through the portal or via email to support@netactuate.com — both appear in the View Tickets list.

Submit a Ticket​

Submit a new support request by clicking Submit Ticket in the left sidebar or by clicking + Add from the Open Tickets page. Fill in the following fields:

  • Subject — a brief description of your issue or request
  • Department — select from Abuse, Billing, Sales, or Support
  • Urgency (Support department only) — select High, Medium, or Low, each with different response times
  • Message — describe your issue in detail

Tip: Be as descriptive as possible. Include a Loom recording of any errors if helpful. File attachments are also supported.

Portal Changelog​

The Changelog shows release notes for portal updates, covering new features, enhancements, bug fixes, and general improvements. Navigate to Support → Changelog to browse the history.

Documentation​

A direct link to this documentation site (docs.netactuate.com) is available under the Support menu.

Support Levels​

NetActuate offers Basic, Premium, and vNOC support levels. Learn more about each level and what is included.

Chat on Slack​

Customers on Premium support are given access to a dedicated Slack channel.

Email Us​

Email support@netactuate.com to reset your password or with any issue not addressed in the portal.

For New Users​

Schedule a call with one of our engineers to learn how NetActuate can help you build and deploy a global solution.

GitHub​

NetActuate provides onboarding playbooks with open frameworks including Ansible, Terraform, CI/CD pipelines, and infrastructure-as-code examples. Check out the GitHub repository.

Need Help?​

Contact support@netactuate.com or open a support ticket from the portal.