Client support

Clear support for the work already in motion.

For current Aureline clients, use the guidance below to direct an incident or service request to the right people. We’ll confirm ownership and next steps when we receive your request.

Choose a path

What do you need help with?

Include the affected service, time observed and any relevant reference identifiers. Do not submit passwords, payment credentials or unnecessary personal data.

Incident reporting

Report unexpected service behaviour, a material error or a potential customer impact. Mark the request urgent when service availability or data integrity may be affected.

Service requests

Ask for a routine configuration change, a new report, planned access adjustment or operational clarification. Include desired timing and an accountable requester.

Planned maintenance

Coordinate release windows and maintenance notices with your Aureline delivery contact. Confirm dependencies, client communications and a back-out approach before scheduling.

Access issues

Share the application area and the time access stopped working. Never send a password or one-time code; identity checks will use your agreed secure channel.

Integration support

Provide the interface name, environment, correlation reference and a redacted error excerpt. Keep secrets, tokens and sensitive customer data out of the request.

Onboarding resources

Ask your client operations contact for the agreed system map, runbooks, escalation contacts and release notes associated with your engagement.

Availability and expectations

A responsive route, without implied guarantees.

Support coordination is normally available Monday to Friday, 09:00–17:00 Central European time (CET/CEST), excluding public holidays. Hours, incident routing and any response commitments are agreed within each client engagement; this general guidance does not create a guaranteed service level.

For an active critical incident, use the escalation route agreed with your delivery or operations lead. If your engagement has no active support arrangement, use the form below and we’ll clarify the available next step.

General contact options

Request assistance

Send a useful first report.

We’ll route the request to the right client-facing team. A successful form submission confirms receipt only; it is not an incident response guarantee.

Good to include: environment, time and time zone, affected feature, recent change, business impact and steps already tried.