How to get help
In the Sustainability Portal you will be able to contact support from the top menu.
Aircraft operators will contact their authority and competent authorities will contact EASA.
Error/Issues reporting
Despite all the care we gave to the portal, you still may encounter errors, issues or bugs that will be preventing you (or not) to properly use the portal. This kind of feedback is critical to us to improve the portal and its stability overall.
Should an error occurs, the go to action is to open a support ticket (as in How to get help) with some essential information. Consider the below error:
1 - We need the most accurate possible datetime, and timezone. That information will help us to find possible errors in our logs, which are accurate to the second.
2 - The exact url on which you encountered the error
3 - The error message, if any
4 - A screenshot of the entire window if relevant. We often get screenshot of a small part of the window, while we could use other information from the screen. On the other hand, a screenshot with eg, an access denied page do not help. In doubt, please include it.
5 - If you were impersonating another user, please give us the original account, and the impersonated account.
6 - Browser and operating system
7 - Last but not least, provide us with steps to reproduce the error: Starting from page X, I did operation Y, then Z, which triggered error E.
8 - If the error occurred during a dataset upload, please attach the dataset to the support email, with anonymized data if necessary.