Supporthenvendelser

• Weekdays (08:00 – 16:00): +47 40 61 88 88 (press 2 for technical support) / support@nlogic.no
• Outside normal opening hours: support@nlogic.no or our on-call phone (you will find the number in your support agreement)

Please note: Priority 1 requests (critical) must be reported by both phone and email.

1. Send an email to support@nlogic.no

This is the method most of our customers prefer. Please keep the subject line short and concise, summarising the core of the issue as clearly as possible. This makes it easier for everyone involved to follow up. The case is created with priority «P3 – Normal», but this can be changed if necessary.

2. Register the case directly in the nLogic web-based support system

You can register a support case directly on our website by going to support.nlogic.no. This requires you to create a user account, which lets you follow all cases registered for your company (cases are created with priority P3 – Normal). Customers with an active support agreement can find a more detailed description of how to open a support request online in their agreement.

3. For urgent matters: call nLogic Support

If your issue is urgent, or you are unable to open a case by other means, you can open a support request by calling nLogic Support on +47 40 61 88 88 (press 2 for Support). This applies to requests within normal working hours (08:00 – 16:00). Please note that this is not our preferred method.

To change the priority of a case, let your case handler know or call nLogic Support on +47 40 61 88 88 (press 2 for Support).

Requests outside normal opening hours require an on-call agreement that gives access to this support service.

Collecting support and log files from HPE Juniper Networking products

If you experience a problem with a Juniper product, we can help you faster if you collect and upload the following information.

For Juniper (Junos) based devices:
> request support information | save /var/tmp/RSI.txt
> file archive compress source /var/log/* destination /var/tmp/logs.tgz

Copy and send us the support and log files (RSI.txt and logs.tgz).

For collecting support and log files for Juniper EX in a Virtual Chassis, see the description on Juniper’s website.