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Getting support

Before contacting support, gather the information below. A complete report gets you a faster resolution.

Information to collect

Section titled “Information to collect”

Connection problems

Section titled “Connection problems”
  1. Connection ID — Open the connection detail page. The Connection ID is shown at the top of the detail view. Copy it with the copy icon.
  2. Activation status — The lifecycle state (Active, Paused, Failed, etc.).
  3. Connectivity indicator — Connected, Disconnected, or Never connected.
  4. Error message — If the status is Failed, the detail view shows the error text. Copy it exactly.
  5. First connected / Last connected — Timestamps from the detail view. “Never” is a meaningful data point.
  6. Connection type — P2P, Admin RW, or Admin RO.

Account or access problems

Section titled “Account or access problems”
  1. Your user ID or email — Available in your profile.
  2. Your current tier — Shown in your profile or the user list (for admins).
  3. What you were trying to do — The specific action that failed (e.g. “provisioning a P2P connection from agreement X”).
  4. The error message — Exact text, including any error codes.

Checking the audit log

Section titled “Checking the audit log”

If you’re an admin, the audit log can show exactly what happened and when. Filter by:

  • Resource ID — paste the connection ID, server ID, or other resource UUID.
  • User — the account involved.
  • Time range — narrow to when the problem occurred.

The details JSON on each entry often contains before/after state or additional context that isn’t visible in the UI.

Contacting support

Section titled “Contacting support”

Send your gathered information to support@saga-it.com. Include:

  • A brief description of what you expected and what happened instead.
  • The connection ID (if relevant) and timestamps.
  • Any error messages copied verbatim (not paraphrased).
  • Your organization name and email address.

Attaching a screenshot of the connection detail or audit log entry is helpful but not required if you include the text.

Section titled “Related”