> ## Documentation Index
> Fetch the complete documentation index at: https://docs.nscale.com/llms.txt
> Use this file to discover all available pages before exploring further.

# How to Contact Support

> Learn how to get technical assistance from Nscale Support

<Warning>
  **Security First**

  Only sign in to the Support Portal at [https://nscale.atlassian.net/servicedesk/customer/portals](https://nscale.atlassian.net/servicedesk/customer/portals)

  Nscale will **never** ask for your password, one-time codes, or to install remote-access tools.
</Warning>

## Getting Assistance from Nscale Support

<CardGroup cols={2}>
  <Card title="Nscale Cloud Customers" icon="cloud">
    For assistance with services on the [Cloud Console](https://console.nscale.com/), send an email to [helpdesk@nscale.com](mailto:helpdesk@nscale.com)
  </Card>

  <Card title="Nscale Private Cloud Customers" icon="building">
    Access the Nscale Support Portal as your primary channel for technical assistance. Submit tickets, track existing issues, view support history, and access self-help resources.
  </Card>
</CardGroup>

## Nscale Support Portal Access

### Navigating to the Support Portal

If you are an Nscale Private Cloud Customer, you can access the Support Portal by visiting:

<Card title="Nscale Ticketing Service" icon="ticket" href="https://nscale.atlassian.net/servicedesk/customer/portals">
  [https://nscale.atlassian.net/servicedesk/customer/portals](https://nscale.atlassian.net/servicedesk/customer/portals)
</Card>

### Support Portal - First-time Login

An account is created for you during onboarding. Follow these steps to sign in for the first time.

<Steps>
  <Step title="Navigate to the portal">
    Open the [Nscale Ticketing Service](https://nscale.atlassian.net/servicedesk/customer/portals), or use the link in your invitation email.
  </Step>

  <Step title="Request a password">
    Enter the email address registered to your Nscale account, then select **Create password**. If you arrived from an invitation link, simply set your new password and skip to the final step.
  </Step>

  <Step title="Check your email">
    You'll receive a password-reset email. Only act on it if **you** just requested the reset.
  </Step>

  <Step title="Verify the URL">
    Return to the portal tab you already have open to complete the reset. If you use the link in the email instead, confirm the address bar shows [https://nscale.atlassian.net/servicedesk/customer/user/login](https://nscale.atlassian.net/servicedesk/customer/user/login) before entering a password.
  </Step>

  <Step title="Sign in">
    Enter your email address and new password to sign in.
  </Step>
</Steps>

<Note>
  If you need further assistance with this process, contact your Nscale Account Manager or email [helpdesk@nscale.com](mailto:helpdesk@nscale.com).
</Note>

## Add a Customer to Your Service Space

Both admins and agents can add customers to a service space.

<Steps>
  <Step title="Open Customers">
    From your service space, select **Customers**.
  </Step>

  <Step title="Start adding customers">
    On the **Customers** tab, select **Add customers**.
  </Step>

  <Step title="Enter customer details">
    Enter the customer's username or email address. To add several customers at once, separate the entries with commas.
  </Step>
</Steps>

## Response Times and SLAs

We prioritize requests by impact and aim to respond according to our [Service Level Objectives (SLOs)](/docs/help/service-level-objectives).

No matter the priority, the Nscale Support team aims to provide an outstanding service. We don't change how we interact with tickets based upon their review score.

## Additional Support Resources

If you're unsure how to use the portal, contact your Nscale Account Manager or Sales Partner, or email [helpdesk@nscale.com](mailto:helpdesk@nscale.com) for assistance.

## Need to Escalate?

<Card title="Contact Escalations Team" icon="phone" href="mailto:escalations@nscale.com">
  For urgent escalations, please contact our escalations team at [escalations@nscale.com](mailto:escalations@nscale.com)
</Card>