Get Support 🆘
===============

We are here to help. If you've encountered an issue you can't solve, this page outlines the best way to contact the Swivel Secure support team for a fast and effective resolution.

Before You Contact Us
---------------------

To help us diagnose your issue as quickly as possible, please review the following resources first. You may find an immediate solution.

1.  **Check for Known Issues:**
    Review the :doc:`Error Message Reference <errorMessageReference>` for common problems and solutions.

2.  **Gather Your Logs:**
    Nearly all support tickets will require logs. Please follow the :doc:`How to Gather Logs <gatherLogs>` guide to generate a ``support_info.tar.gz`` bundle. Having this file ready will significantly speed up your request.


How to Contact Support
----------------------

When you are ready to file a ticket, please email our support team or visit our support portal.

* **Email:** ``supportdesk@swivelsecure.com``
* **Support Portal:** `Swivel Secure Service Desk <https://swivelsecure.atlassian.net/servicedesk/customer/portal/1>`_

.. note::
   When you send a ticket via email, any new users or individuals CC'd on the
   request may receive a one-time welcome email from our JIRA Service
   Management portal as part of the account creation process.

.. attention::
   **For P1 (Priority 1) Escalations Only**

   If you have a critical P1 issue, please **raise a ticket via email or the portal first**.

   Once you have a ticket number, you can escalate the issue by calling:
   **+44 (0)1134 860 111**

.. important::

   To ensure we can help you efficiently, **please include the following information** in your support request.

   Tickets without this information may be delayed while we ask for clarification.

What to Include in Your Ticket
------------------------------

* **Product & Version:** e.g., *AuthControl Sentry 4.x.x*
* **Appliance Build:** *Single, High Availability (HA) Pair, or DR*
* **Hypervisor:** *VMware, Hyper-V, Nutanix, etc.*
* **A Clear Description of the Problem:**
    *What is happening vs. what you expected to happen?*
* **Steps to Reproduce:**
    *Please list the exact steps, in order, that lead to the error.*
* **Exact Error Message(s):**
    *Copy and paste any error messages from the screen or logs.*
* **Log Bundle:**
    *Please **attach the** ``support_info.tar.gz`` **log bundle** you generated.*
* **Recent Changes:**
    *Have there been any recent changes to your network, firewall, or Active Directory?*