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Scalio Support & support connection

Applies to: Both (Self-Hosted & SaaS) · Who: administrators (connection), everyone (support button)

The support button in the header opens a request to Scalio Support directly from Scalio Nexus. Your request goes to the Scalio portal, where Scalio (or your Scalio partner, if you have one) handles it. Answers arrive by e-mail and under My tickets in the same window.

SaaS

A SaaS instance is connected to Scalio Support when it is created. Nothing to set up.

Self-Hosted

  • The support button is shown while the maintenance of your license runs (the date on Settings → License). After maintenance has ended, the button is hidden.
  • Until the installation is connected, the button shows no form: it opens the support page of the Scalio portal, where you sign in and open your request.
  • To send requests straight from Scalio Nexus, connect the installation once:
    1. In the Scalio portal, open Support → Connected apps and create a one-time code.
    2. In Scalio Nexus, open Settings → License → Support connection. The portal address is filled in from your license; leave it as it is unless Scalio tells you otherwise.
    3. Paste the code and click Connect. The status turns to Connected (or Waiting for confirmation until an administrator of your organization confirms it in the portal).
  • Check connection tests it; Remove connection ends it. You can connect again at any time with a new code.
  • The installation needs outgoing HTTPS (port 443) to the portal address. Nothing connects to your installation from outside.
  • Don't want the button at all? Tick Hide the support button in the header on the same card.

What is sent (privacy)

A request contains only what is needed to answer it:

  • the category, subject and description you write, and the page you were on;
  • who sent it: name, e-mail address and role in Scalio Nexus; with a Microsoft sign-in also the IDs of your Microsoft tenant and account, so Scalio can match the request to your organization;
  • diagnostic data, only if you leave the box ticked: Scalio Nexus version, how it runs (SaaS or Self-Hosted), license edition, browser and the last error groups of the instance (error type, page, time and count, never the content of an error, never personal data);
  • never passwords, license keys, certificates, Microsoft secrets or data of your users and mailboxes.

The connection itself uses a key that is created in your installation and never leaves it; every request is signed with it. Requests and answers are stored in the Scalio portal for as long as the ticket is needed for support. A backup of the instance does not contain the connection: after a restore or a move, connect again.