Getting Support

How to reach Nukta technical support, prepare diagnostic evidence, and resolve technical or billing inquiries efficiently.

Nukta provides dedicated technical support for ISPs managing Hotspot and fixed-wireless PPPoE networks.

Support Channels

Depending on who requires assistance, use the appropriate channel:

1. Customer Support (End-Users)

End-users and home broadband customers should never contact Nukta directly. Instead, they should:

• Reach out to their ISP via the support phone hotline
• Submit a support inquiry directly inside their customer self-service portal under Support.

2. ISP Technical Support (ISP Team)

ISP administrators and team members can contact the Nukta engineering and support team through:

• Dashboard Support: Submit an inquiry directly within the Nukta dashboard.
• Official Help Email: Reach our dedicated support engineers at support@nukta.one.

Before Submitting a Request

To expedite resolution, check the following steps before escalating:

1. Identify Scope: Determine if the issue affects a single customer, one specific router, or your entire network.
2. Review Logs: Check Analytics → Audit Logs or recent transaction callbacks in Finance → Payments.
3. Consult the Index: Search for symptoms in the Troubleshooting Index.
4. Isolate Changes: Verify if recent router script updates or plan modifications coincided with the issue.

What to Include

When opening an incident ticket, provide clear diagnostic context:

• ISP Identity: Your ISP workspace handle and contact details.
• Affected Record: Exact Customer ID, Router ID, Invoice ID, or Payment reference.
• Timestamps: Date, time, and timezone when the issue started.
• Expected vs Actual: Brief description of what should have occurred versus what actually happened.
• Error Output: Exact sanitized error messages or status indicators displayed on screen.
• Attempted Fixes: Any diagnostic actions or router reboots already attempted.

CAUTION

Sensitive Credentials Policy

Never include passwords, PINs, SMS OTPs, two-factor recovery codes, private API keys, or router admin credentials in support requests. Mask sensitive customer identifiers whenever attaching screenshots.

Incident Management Best Practices

• Single Incident Thread: Keep all communications for a single incident in one thread or ticket rather than opening duplicate inquiries.
• Verify Recovery: Once a resolution is applied, verify full functionality end-to-end with an active test device before closing the incident.

Related Guides:

• Troubleshooting Index: Rapid recovery paths for network, billing, and captive portal issues.
• Pricing: Transparent tiers scaling from Free to Pro, Scale, and Enterprise.
• Glossary: Definitions of platform, and network terminology.