Summarize the problem required
WriteDeposits failing for all players on moonspin.us since 02:10 UTC
NotUrgent — payments issue, please look
Read this first
Submitting an incident triggers our in-house alerting system and pages the engineer currently on call, at whatever hour it is where they are. Use it for urgent problems that are affecting your business right now. Everything else belongs in a normal support request.
Raise an incident when
- Players cannot log in, deposit, withdraw, or place a bet at scale.
- Your site or a core section of it is down or unusably slow.
- An urgent problem that is significantly affecting your business right now.
Use normal support when
- You have a question about how something works.
- You want a change, a new feature, or a configuration update.
- A problem that affects only a few players.
- Something is cosmetically wrong but everything still works.
- It can wait until business hours without affecting your business.
The form Raising an incident
The portal swivelgaming.atlassian.net/servicedesk/customer/portal/2
You must register before you can submit a ticket. Registration is on the portal itself: enter your work email, and if your domain is whitelisted you can create an account and sign in. Signing in is also how you track the ticket afterwards. Register now, not during an outage, and bookmark the link somewhere your whole duty team can find it at 3am.
Once you are signed in, open Swivel Tech team and choose Raise an incident.
Describe what happened and how it occurred required
The detail that saves a round trip. Cover:
- When it started, in UTC, and whether it is still happening.
- What a player or operator does to hit it, step by step.
- How many players or what share of traffic is affected.
- Any error message, code, transaction ID, or player ID — exactly as shown.
- Anything that changed on your side recently.
Brand affected
Select the brand you are filing for. This is what tells us which site to look at first.
There are two dropdowns. Fill in the first one only — leave the second empty.
- moonspin.us
- sidepot.us
- craftygaming.us
- nana-win.com
Attachment optional
Drag in screenshots, screen recordings, or log extracts. A screenshot of the actual error is worth more than a paragraph describing it. Do not attach anything containing card numbers or full customer documents.
Then press Send. The page will not ask you to confirm — the alert goes out immediately.
After you send Where your report goes
You press one button, and four things happen without anyone re-typing anything:
-
Customer Portal
Your report is captured with your name, your brands, and your attachments.
-
Jira Service Management
A ticket is created. This is your record and where you will see replies.
-
incident.io
An incident is declared and a response channel opens on our side.
-
The on-call engineer
Their phone goes off. Someone is looking at it, day or night.
What we need from you next
- Stay reachable. Keep an eye on the ticket — questions from the engineer land there.
- Add, don't duplicate. New information goes in a comment on the existing ticket. A second incident for the same fault pages a second engineer for nothing.
- Tell us when it clears. If the problem stops before we reach you, say so on the ticket. Knowing it self-resolved changes what we investigate.