04, June 2022 IMPORTANT NOTIFICATION REGARDING SERVICE REQUEST ISSUES
We are aware of issues affecting the Service Request functionality within NuvolOps. We are liaising with Salesforce and are awaiting confirmation indicating the issue has been resolved.
In the meantime, the workaround for this would be to copy and email the respective Service Request using your email provider. Then manually updating the Purchase Stage on the Service record.
We apologise for the inconvenience caused and thank you for your continued support,
The NuvolOps Team
Contacting NuvolOps Support
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 any system issues.
Chatter messages should be posted on the specific record affected in order to keep all information attached to it.
To guarantee a time-efficient resolution, we recommend including as much information as possible, steps to reproduce where applicable, and any relevant screenshots to help facilitate understanding of the case.
You may also email us at support@nuvolops.com.
NuvolOps 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):
Monday to Friday from 08:00 to 18:00 CET
Weekends and Public Holidays (in Catalonia, Spain) from 09:00 to 18:00 CET
Outwith these hours, please log a Chatter as normal, and it will be handled the next business day.
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.