Contact Support

How to Contact SeaLights Support

Should you encounter any issues, the SeaLights Support team is available to assist with any inquiry or technical issue related to your setup, configuration, or usage of the platform.

1

Review Existing Documentation

Before submitting a support request, please ensure that your issue is not already addressed in the SeaLights documentation.

• Use the search functionality or browse the relevant Troubleshooting and FAQ pages.

• This can help you find a solution more quickly and avoid delays in resolution.

2

Provide Enough Information for Technical Assistance

When requesting technical assistance from the SeaLights Support Team, please provide enough information to help us in the most effective manner:

• Technical details: Include the App, Branch, and Build names relevant to the issue. If the issue occurs in a specific context, please also share details such as the Test Stage name or LabID.

• Detailed steps to reproduce: Provide clear, step-by-step instructions, including any scripts or commands used when calling SeaLights agents, plugins, or APIs.

• Direct links and/or screenshots: Illustrate the issue with direct links and screenshots from your SeaLights account screens.

• Console Output / Logs: Provide relevant console output and logs, ideally in verbose mode if applicable.

• Expected vs. Actual Behavior: Clearly describe what you expected to happen versus what actually occurred.

The more context you provide, the faster and more precisely our support engineers can identify and resolve the issue.

3

Raise Your Assistance Request

Once you have gathered the relevant information, you can submit your support request using one of the following methods:

Option 1: Raise a Support Request via Our Service Desk Platform

Access your account through the dedicated link on your SeaLights account (Help > Support Portal), or via a favorite link saved in your browser, to raise a customer support request.

Please note that your Service Desk access credentials may differ from your SeaLights dashboard login, as they rely on separate authentication systems.

Option 2: Send Us an Email

You can send an email to our dedicated support address ([email protected]), providing as many details about your issue as possible, as outlined in the Providing Enough Information for Technical Assistance section below.

Attaching Files to Tickets

You can attach files to your support tickets directly through the comment or attachment fields. If you need to attach a large file (larger than 512MB), such as extensive logs or video recordings, you can create a multipart ZIP or RAR archive and then upload these segments using the same instructions below.

Attach a file to an existing ticket

1. Open the ticket from the support portal.

2. Click on "Add a comment" to start a new comment.

3. Drag and drop the file directly into the comment field.

4. Save the comment.

Attach a File to a New Ticket:

1. Click on "Browse" inside the attachments field when creating your new ticket.

2. Select your file and click "Open."