The NDG Online support team can be contacted several ways. This includes the Help button of the NDG Portal, the Submit a request button of the NDG Online support website, the contact page of the NDG website, and directly at hostedsupport@netdevgroup.com. If submitting an email or using the contact page, you should always use the same email address used to enroll in NDG services. Refrain from submitting more than one support ticket request for an issue, as this can cause confusion and delay in providing you assistance.
NDG Online does not provide any phone support options and NDG does not have any published phone numbers for support services.
NDG does not have any access or control over NETLAB+ systems. These are hosted and administrated locally by your academic institution. Any questions regarding a NETLAB+ system should be directed to the instructor of your class for assistance, and NDG does not provide support services of any kind to students using NETLAB+. The NDG Online support website does not cover or have any relevance to NETLAB+.
Support ticket requests should always contain detailed information regarding the issue being reported. Single sentence messages rarely (if ever) contain enough information for our support team to be able to provide any assistance. Tickets should contain details such as specific error messages you are encountering, exact steps taken before encountering the issue, troubleshooting steps you may have taken, or other relevant information. Screenshots are often helpful, but should contain the complete browser window, including URL bar. Do not crop screenshots smaller than your browser window.
NDG does not provide instructors or other similar resources to learners using the NDG Online services. While we are able to assist with technical operation of the NDG services, such as enrollment, purchases, error messages generated within the NDG Portal, connecting to the VMs, etc., we normally do not provide answers to questions understanding or performing the any content. Learners experiencing any difficulty performing the content should direct any questions to the instructor of their class. If they are using the materials on their own, outside of a classroom, self-paced students are expected to research and solve any questions they may have on their own as part of the normal learning process. Generally speaking, if a question could reference a specific step of a lab or other content, this question should not be directed to the NDG support team.
If an instructor of a class receives a report of a lab or other content not performing as expected and is able to replicate the issue, our support team does accept such support requests from qualified instructors.
If using NDG services through a third-party LMS, such as the Cisco Networking Academy or the Palo Alto Networks LMS, some questions may need to be directed to the the support team in that environment for assistance.
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