SUPPORT

We're here when you need us

Submit a ticket, track its status, and get help from the Northstar engineering team—24/7 monitoring for critical issues.

Critical
2h
Response time
Show down. Production stopped. 24/7 priority response.
High
4h
Response time
Major feature impaired but show running with workaround.
Medium
8h
Response time
Minor feature issue or question, no production impact.
Low
24h
Response time
General questions, feature requests, documentation.
NEW REQUEST

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Tell us what's happening. We'll route it to the right engineer.

STATUS LOOKUP

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in progress T-2401-04
Helm node offline — Zone 3
Assigned to Sarah Kim. Last update 2h ago.

Need to talk to a human?

For show-stopping critical issues, call the on-call line directly:

+1 (407) 555-0911
24/7 critical line
FREQUENTLY ASKED

Common questions

Answers to the things customers ask most. Don't see what you need? Submit a ticket above.

What information should I include when filing a ticket?

The more context the better. Include: device serial number(s), 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 enormously.

How do I find my device serial number?

Helm and Polaris units carry a label on the rear panel beginning with NS-. In HelmOS, the serial is shown on Settings → System Info. The serial is also printed on the original packing slip and our Ops portal under your project.

What's covered under the standard support agreement?

Bug fixes, firmware updates, configuration help, integration troubleshooting, RMA processing, and 24/7 critical incident response are all included. On-site visits, custom integrations, and out-of-warranty repairs are quoted separately.

Can I escalate a ticket if I think the priority is wrong?

Yes. Reply to the ticket with the impact you're seeing and we'll re-evaluate. Critical priority is reserved for live shows that are currently affected; please keep that severity for true emergencies so we can keep response times tight.

Do you support after-hours and weekends?

Critical-priority tickets are answered 24/7/365 by an on-call engineer. High/medium/low tickets are answered Monday–Friday 8am–6pm ET. Show-night standby support can be arranged in advance for specific events.