Search the knowledge base, browse common topics, or open a ticket. Critical incidents go straight to an on-call engineer.
Critical priority means an active show is currently affected. Please reserve it for true emergencies.
Show down. Production stopped. 24/7 priority response.
Major feature impaired with workaround available.
Minor issue or question, no production impact.
General questions, feature requests, documentation.
Device serial numbers, exact error messages, when the issue started, what changed recently (firmware update, integration, hardware swap), and steps to reproduce. Screenshots and short video clips help.
Helm and Polaris units carry a label on the rear panel beginning with NS-. In HelmOS, the serial is shown under Settings → System Info. The serial is also printed on the original packing slip and the Customer Portal under your project.
Bug fixes, firmware updates, configuration help, integration troubleshooting, RMA processing, and 24/7 critical incident response are included. On-site visits, custom integrations, and out-of-warranty repairs are quoted separately.
Yes. Reply to the ticket with the impact you're seeing and we'll re-evaluate. Critical is reserved for live shows currently affected.
Critical-priority tickets are answered 24/7/365 by an on-call engineer. High/medium/low tickets are answered during business hours.