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Escalation and support

You are responsible for first- and second-line customer support. nuVPN provides third-line support to you only.

When to contact nuVPN

Section titled “When to contact nuVPN”
  • The license has reached its release limit (3 times every 30 days), and you need another release.
  • You have addressed a suspected clone and need the flag removed.
  • The gateway keeps reverting to the previous version after an update.
  • The issue remains unresolved after following Troubleshooting.

Before you contact nuVPN

Section titled “Before you contact nuVPN”
  • The customer name as it appears in the partner panel, and a description of what changed before the issue occurred.
  • The output of nuvpn-gateway status from the server. It includes license and connection status and counters, but no employee names.
  • Screenshots of the alert in the partner panel and the error message in the console or on the employee’s computer.
  • The approximate time the issue occurred and the time zone.

How to contact nuVPN

Section titled “How to contact nuVPN”

Contact us using the contact form and include the partner account name and the customer's name.