Support
One address.
A person who works on it.
For NetEnds on your own host, trials included: installing, updating, licensing, and anything that isn’t behaving.
Before you write
What to include.
These let us start on the answer instead of asking questions. The first three come straight from the product.
- Installation ID
- On the License page (Admin → License), with a copy button beside it. It tells us which installation you mean.
- Version
- On the Diagnostics page (Admin → Diagnostics), under System. Say too whether the host is online or air-gapped.
- A support bundle
- On the same Diagnostics page, the Generate support bundle button downloads a .zip with system information including the version, the configuration, the recent audit trail, recent errors, and the tail of each service’s log. Attach it to your email.
- What happened
- What you expected, what happened instead, and when. For one node, its vendor, model and OS version.
- Install output
- If an install or an update stopped, the output it printed.
What the bundle leaves out. Passwords, keys and tokens are stripped out. IP addresses and email addresses are masked unless you tick Include identifying data before you generate it.
Security reports go to support@ as well, with “Security” in the subject. We don’t publish a response-time commitment; if your procurement needs one in writing, raise it with sales@netends.com before you buy.
Answers you can read now
Often the answer is written down.
Not running it yet?
Run every tier for fourteen days on a host you own.