Getting a fast answer
Tickets here are read by the engineers who run the network, at any hour. How you write one decides whether you get an answer or a question back.
Put the facts in the first message
- The server: its IP address or hostname.
- What you expected and what happened instead.
- When, with the time zone.
- The evidence: the log line, the traceroute, the error, the console photo.
- What you already tried, so nobody suggests it again.
A ticket with those five things usually gets an answer rather than a question. A ticket that says the server is slow gets a question, and that costs you an hour.
For network problems
Send a traceroute or mtr report in both directions and
the times it happened. See when the route is bad.
Urgency
Say plainly if something is down. We read everything, day and night, but a subject line that says what is broken gets picked up before one that says “question”. Do not mark everything urgent — it stops meaning anything.
Where to send what
support@novogara.com for everything technical and commercial. abuse@novogara.com for reports about content or conduct. There is no phone queue: we work by mail because it reaches the right engineer immediately and leaves you with the answer in writing. Need a call anyway? Ask and you get a number and a time.
Still stuck? Mail support@novogara.com — an engineer answers, at any hour. Back to the knowledge base