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Support Process

This page outlines how to get help and support for the NuNet Device Management Service and NuNet Appliance.

Getting Help​

Before reaching out for support, please check the following resources:

  1. Documentation: Browse through the documentation to find answers to common questions
  2. FAQ: Check the Frequently Asked Questions page
  3. Troubleshooting Guides: Review troubleshooting sections in relevant documentation pages

Support Channels​

Community Support​

We love hearing from our community, partners, and users! To make feedback easier to track, collaborate on, and resolve, all NuNet bugs and feature requests are now managed publicly on GitLab.

Submit feedback here: https://gitlab.com/nunet/support/-/issues

GitLab keeps everything transparent, searchable, and directly connected to our open-source development.

Submitting Feedback on GitLab​

Click "New issue" and choose one of our templates:

TemplatePurpose
Bug ReportReport reproducible issues or errors
Feature RequestSuggest new features or improvements

Each template guides you with a simple set of fields - just fill in the details and submit.

Response Times​

  • Critical Issues: Response within 24-48 hours
  • High Priority: Response within 3-5 business days
  • Medium/Low Priority: Response within 1-2 weeks

The first response may request details, provide an update, or move the issue forward with the appropriate tag. Everything stays visible to you, from reporting to final resolution.

Note: Response times may vary based on issue complexity and team availability. Community support on Discord may provide faster responses for general questions.

Technical Support​

For technical issues, bugs, or problems with the NuNet Appliance or DMS:

  1. Check Documentation First

    • Review relevant installation and setup guides
    • Check troubleshooting sections
    • Verify system requirements and prerequisites

  2. Gather Information Before reporting an issue, gather the following information:

    • NuNet Appliance version or DMS version
    • Operating system and version
    • VirtualBox version (if using appliance)
    • Error messages or logs
    • Steps to reproduce the issue
    • Screenshots (if applicable)

  3. Report the Issue

    • Create a detailed issue report on GitLab
    • Include all gathered information
    • Use clear, descriptive titles
    • Tag issues appropriately (bug, feature request, documentation, etc.)

Issue Reporting Guidelines​

When reporting an issue, please include:

  • Title: Clear, concise description of the issue
  • Description: Detailed explanation of what happened
  • Steps to Reproduce: Step-by-step instructions to reproduce the issue
  • Expected Behavior: What you expected to happen
  • Actual Behavior: What actually happened
  • Environment:
    • OS and version
    • NuNet Appliance/DMS version
    • VirtualBox version (if applicable)
    • Network configuration
  • Logs: Relevant error messages or log files
  • Screenshots: If applicable, include screenshots showing the issue

Priority Levels​

Issues are typically categorized by priority:

  • Critical: System crashes, data loss, security vulnerabilities
  • High: Major functionality broken, blocking workflows
  • Medium: Minor bugs, feature requests, non-blocking issues
  • Low: Documentation improvements, minor enhancements

Contributing to Support​

You can help improve support for everyone by:

  • Answering Questions: Help others in Discord or on GitLab Issues
  • Improving Documentation: Submit documentation improvements via merge requests
  • Reporting Bugs: Report bugs with detailed information to help developers fix issues faster
  • Sharing Solutions: Share your solutions and workarounds with the community

Escalation Process​

If your issue is not being addressed:

  1. Follow Up: Add a comment to your issue with additional information or questions
  2. Tag Maintainers: Tag relevant maintainers if the issue is critical or blocking
  3. Community Help: Ask for help in Discord - community members may have solutions
  4. Documentation Request: If documentation is unclear, request improvements

Security Issues​

For security vulnerabilities, please:

  • Do NOT report security issues publicly
  • Contact the security team directly through appropriate channels
  • Follow responsible disclosure practices
  • Allow time for fixes before public disclosure