Get Support πŸ†˜οƒ

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 Error Message Reference for common problems and solutions.

  2. Gather Your Logs: Nearly all support tickets will require logs. Please follow the How to Gather Logs 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.

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?