The Service Desk is the single entry point for any question or concern you have as an Open Finance participant. Tickets are routed through Nebras, but the question itself doesn't have to be for Nebras — it can be about Ozone API and the API Hub, Raidiam and the Trust Framework, another participant, or the UAE Open Finance specification itself. It's a tool for every Open Finance participant, supported alongside email and telephone channels.
Hosted on Atlassian Jira Service Management, the Service Desk is the tool the Nebras team uses to triage and track every ecosystem ticket — and to spot patterns that drive improvements to the documentation and the platform.
Four request types are available. I need help and Technical support cover most queries; the two below handle specific access and certification scenarios.
A generic “I need help on something” question. Use this for any general query — onboarding, access, guidance, or anything that doesn’t require deep technical investigation.
A more technical question — a suspected defect, behaviour that doesn’t look right in the spec or the platform, or a technical integration problem you’re running into. Generally the right choice for engineering‑level queries.
Issues accessing Nebras portals or services — login failures, credentials not working, SSO problems, or access that needs restoring.
For submitting certification evidence to Nebras as part of the Open Finance certification process.
Open your requests dashboard to see everything you’ve raised with the Service Desk — filters there let you include closed tickets and anything raised by your organisation.
What we need varies a bit by ticket type — the basics apply to every ticket, and issue-type tickets need more detail so we can reproduce and trace what happened. The same applies whether you raise through the Service Desk or by email.
A short, one-line summary of what you’re raising, followed by any context needed to understand it.
The name of the participant organisation raising the ticket.
An email address we can reach you on for follow-ups and clarifications.
Sandbox or Production — and, if relevant, the specific Hub or LFI deployment involved.
A concrete example of the failing interaction, not a general description. Where applicable, include:
x-fapi-interaction-id values from the affected request(s). Screenshots of errors, request/response bodies, logs, or any other artefact that shows what happened. Attach rather than paraphrase where possible.
Why this matters. Tickets with complete information move through triage quickly. Missing interaction IDs or consent IDs typically block investigation until they’re provided — and every round of back-and-forth adds delay, both in our internal triage and in how quickly we can get back to you.
Alongside the Service Desk, the support team is reachable by email and telephone. These channels are open to every participant — useful if you need a quicker conversation, want to follow up on an existing ticket, or your organisation isn't yet onboarded to the Sandbox Trust Framework.
For general technical support or assistance related to the Nebras Open Finance platform, send an email with a detailed description of your issue. Apply the checklist above — summary, organisation, environment, example, interaction IDs, consent IDs, and attachments.
The dedicated telephone line connects directly to the support team, who can open cases on your behalf, track progress, and provide real-time updates. Available during business hours.