Support Services
NebulaNAS Support Levels
NebulaNAS Support - Help
For queries regarding purchasing support or non-technical questions
Technical Support
If you're experiencing issues with our products, then please fill in the form here and a member of the GB Labs support team will be in touch shortly.
Our Support Engineers may require remote access to your system to help you with your enquiry. Please download the Teamviewer Remote Support application if instructed.
Contact Details
Email: support@nebulanas.com
Priority Explained
Urgent - Impacting a live production environment, no workaround is available and work is at a halt.
High - Impacting a live production environment with no workaround but limited work can continue.
Normal - Incident leads to minimal loss of service.
Low - Minor technical issue, with non-critical maintenance, or other requests.
24/7 & 1 hour critical issue response
For critical production environments, downtime can significantly impact projects, business operations, and revenue. GB Labs Support packages allow customers the flexibility of two 24/7 options:
- 24/7 - Emergency out-of-hours support, including weekends.
- 24/7 - 1 hour response times for critical issues (Enhanced+)
Further benefits of Enhanced and Enhanced+
Remote Assistance
Customers can request GB Labs Support to connect and assist in troubleshooting or configuring simple tasks. GB Labs Support Engineers will take the lead. Ideal for customers who don't have time to wait or lack the confidence to work through issues with assistance only via phone or email.
Customer Advocate
The customer advocate will perform service delivery management for the customer. Acting as an escalation point for the customer and performing service management reporting and quarterly service reviews.
NebulaNAS Support Levels
NebulaNAS Support - Help
For queries regarding purchasing support or non-technical questions
Technical Support
If you're experiencing issues with our products, then please fill in the form here and a member of the GB Labs support team will be in touch shortly.
Our Support Engineers may require remote access to your system to help you with your enquiry. Please download the Teamviewer Remote Support application if instructed.
Contact Details
Email: support@nebulanas.com
Priority Explained
Urgent - Impacting a live production environment, no workaround is available and work is at a halt.
High - Impacting a live production environment with no workaround but limited work can continue.
Normal - Incident leads to minimal loss of service.
Low - Minor technical issue, with non-critical maintenance, or other requests.
24/7 & 1 hour critical issue response
For critical production environments, downtime can significantly impact projects, business operations, and revenue. GB Labs Support packages allow customers the flexibility of two 24/7 options:
- 24/7 - Emergency out-of-hours support, including weekends.
- 24/7 - 1 hour response times for critical issues (Enhanced+)
Further benefits of Enhanced and Enhanced+
Remote Assistance
Customers can request GB Labs Support to connect and assist in troubleshooting or configuring simple tasks. GB Labs Support Engineers will take the lead. Ideal for customers who don't have time to wait or lack the confidence to work through issues with assistance only via phone or email.
Customer Advocate
The customer advocate will perform service delivery management for the customer. Acting as an escalation point for the customer and performing service management reporting and quarterly service reviews.
