Welcome to Ayfie Support

This is your hub for Ayfie product documentation and support. Here you’ll find setup guidance for Index, Agent, and Auditor, as well as ways to contact Support when you need help.

Quick navigation:

Use self-help resources for quick solutions to common questions and issues
Contact Support to report an issue or outage
Create a detailed Support ticket to get your issue resolved quickly
Collect Index and Auditor logs to include in your ticket
Join a remote session with Support

Use self-help resources

Asking the Knowledge Base chatbot or browsing the Ayfie Knowledge Base will provide you with fast answers before opening a ticket with Support. These resources answer most installation, configuration, and usage questions.

The chatbot covers:

Product Information
Installing and upgrading Ayfie Index, Agent, and Auditor
"How-to" articles for specific tasks

The Knowledge Base includes the above information and further adds:

The latest product release notes
Installing and upgrading Enterprise Connectors.
Setting up and troubleshooting connectors and data sources

Contact Support

If the Knowledge Base doesn’t resolve the issue or you’re experiencing an outage, contact Support using one of the options below. Before sending your request, please use the checklist to Create a detailed Support ticket

Via the Support Portal (recommended)

If you have a Jira account, you can use the Support Portal to submit and track tickets. Here, you can also view your tickets and their history.

Via email

Sending an email to support-nordics@ayfie.com will automatically create a ticket in the Support Portal.

Notification behavior

If you create a ticket by email, only the sender will receive ticket updates. CC recipients are not added to ticket notifications automatically.

If additional colleagues need to receive updates about the ticket, please list their names and email addresses in the message body and ask Support to add them to the ticket.

Recommended contacts

Include 1-3 contact email addresses, including:

At least one technical contact with access to the relevant server or cloud environment
Any relevant third-party IT provider if possible

Support hours

Support is available Monday to Friday, 09:00–17:00 CET.

During these hours, Support will prioritize tickets based on severity. Response times may vary depending on overall load.

Create a detailed Support ticket

Providing the following information helps Support diagnose and resolve your issue faster.

You can copy and fill in the template below when you email Support or create a ticket in the Support Portal.

For details on where to find log files see: Collect Index and Auditor logs

Issue summary
Product name and version – e.g., Index, Agent, Auditor
Severity - Down / Impaired / Usable with issues / Question
Affected users
Environment - production/test/staging
What were you trying to do?
What did you expect to happen?
What actually happened - including exact error messages?
Steps to reproduce - describe the steps required to recreate the issue, if you know them
Screenshots - attach relevant screenshots, especially of error messages
Logs attached - error/fatal (see guide below)
Other troubleshooting already tried - list any changes, tests, or workarounds you have already tried, and their results

If you don’t have access to this information, ask someone from your IT team or a user with server access to help or include them in the conversation to add further details later.

Collect Index and Auditor logs

This section is intended for technical users with access to the Index server.

Include error and fatal log files with your ticket, if possible. You can typically find Index and Auditor logs in D:\Program Files\ayfie\saga\Logs or C:\Program Files\ayfie\saga\Logs. Based on your issue description, Support may request additional logs.

If neither of these locations is correct, and your Index/Auditor containers have been created in Docker, you can identify the correct location by running this command in an elevated PowerShell session on the Index server:

Explorer (
	docker inspect ((docker ps -a --format "{{json .}}" | ConvertFrom-JSON) | Where-Object {$_.Image -match 'ayfiehub'} | Select-Object -ExpandProperty Names) --format "{{json .}}" | 
	ConvertFrom-Json | 
	Select-Object -ExpandProperty Mounts |
	Where-Object { $_.Destination -eq "C:\data\log" } | 
	Select-Object -ExpandProperty Source | 
	Get-Unique
)

Join a remote session with Support

For complex issues, we may schedule a remote troubleshooting session. Here’s what to expect:

Voice communication

We'll schedule a Zoom meeting and include the link in the invitation so that Support can discuss the issue with you in real time.

Customer-side contact

A person with backend access to the Index server / cloud environment (or a relevant third-party IT provider) should be available during the session.

Secure remote access

TeamViewer must be ready to run on the server (installed or available as a portable version) before the session.

If your organization cannot use TeamViewer, please let Support know in advance so we can agree on an alternative remote-access tool.