Contacting NuvolOps Support

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The most efficient way to reach the NuvolOps Support Team is to contact us through the Chatter platform by mentioning @NuvolOps Support. These can include questions, clarifications, usage instructions, and all any system issues.

Chatter needs to be used contextually. All Chatter messages should be posted on the specific record affected in order to keep all information attached to it.

To guarantee a timea time-efficient resolution, we recommend including as much information as possible, and a screenshot or a copy of errors/ steps to reproduce where applicable, and any relevant screenshots to help facilitate the understanding of the case.

You may also email us at support@nuvolops.com.

NuvolOps

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can also be reached on the Support number during our hours below on: +34 932 200 731 in case of urgent / business stopping issues or unexpected system outage.

NuvolOps Support Hours

NuvolOps offers a Support Desk that operates on the following schedule with accordance to our Service Level Agreement (SLA):

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Monday to Friday from 08:00 to 18:00 CET

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For urgent requests and incidents, NuvolOps can also be called to the Support office number:

 +34-932-20-07-31. 

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Weekends and Public Holidays (in Catalonia, Spain) from 09:00 to 18:00 CET

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Outwith these hours, please log a Chatter message as normal. However, if the Chatter refers to a Business Stopping Issue, please see the section below.

Weekends & Holidays

During weekends and public holidays, NuvolOps offers support for urgent issues from 09:00 to 18:00 CET. This includes user management and troubleshooting.

Non-urgent requests will be addressed on and it will be handled the next business day from our Barcelona office.

Please raise a Chatter message mentioning @FlightWare Support as normal to request Support during weekends or Public Holidays. 

For urgent incidents during weekends and holidays, NuvolOps Support can be reached by office number +34-932-20-07-31.

Business Stopping Issues

For an unexpected partial/full system performance degradation or system outage, please contact FlightWare Support based on the office hours below accordingly.

During Office Hours

For Production/Business Stopping issues, please write us a Chatter to be able to understand your query or call us +34-932-20-07-31. 

Out of Office Hours

If Business Stopping Issue occurs during Out of Office Hours specified above, please contact the following telephone number: +34-672-17-72-20.

Production Stopping Issues (Out of Hours)

As per its definition within our SLA Agreement, the Emergency phone number is strictly limited to Production Stopping Issues only.

A Production Stopping Issue is when the entire system is down or when multiple users are unable to log in.

Out of Hours Surcharge: Please note, in the event that the emergency OOH support phone is reached for non-Production stopping issues as per its definition within our SLA Agreement, ANNEX C, then a minimum of 2 hours of support service will be applied to the Client’s monthly support fee at the Standard Support Rate.