Nintex Process Platform Using Nintex Support & Services Pricing Resources About START FREE TRIAL EN Nintex Customer Support Find answers in our support resources Submit I have a support question. How do I get started? Customer Central Navigate to ‘Additional Resources’ to find the best solution for you. Looking for Nintex K2 Support? Nintex K2 Customer Support Do I have access to Support? Access to Nintex Standard Support is included with your subscription to the Nintex Service and is available for the duration of your subscription contract. Enterprise Support is included with all Enterprise Edition Subscriptions. Which level of Support do I have? Support entitlements are determined by your subscription to the Nintex Service. Please refer to the applicable Order Form for your subscription. Where can I find policies for my Support entitlement? Nintex Legal Support business hours and contacts To contact Support, navigate to our Nintex Customer Central portal and submit a request through the Cases menu. Methods of contact and support hours may vary based on your entitlement. If you have any questions on the below information, please reach out to your account manager or see Customer Central for additional information. For escalations contact CSM@nintex.com Standard Support/ Software Assurance Enterprise/ Premium Support Select/ Platinum Support AMERICAS 8am (Eastern Time) Monday – 5pm Friday (Pacific Time) Limited support during holidays 4pm Sunday – 5pm Friday (Pacific Time) Limited support during holidays +1 4255332827 24/7 Limited support during holidays +1 4255332827 EMEA 6am Monday - 5pm Friday (GMT) Limited support during holidays 10pm Sunday – 1am Saturday (GMT) Limited support during holidays +44 20 36955056 UK +27 (0)116751175 SA 24/7 Limited support during holidays +44 20 36955056 UK +27 (0)116751175 SA APAC 5am Monday - 5pm Friday (AET) Limited support during holidays 5am Monday – 9am Saturday (AET) Limited support during holidays +61 388205139 AUS +64 92813430 NZ +81 8003330150 JPN +65 3158 8990 SGP 24/7 Limited support during holidays +61 388205139 AUS +64 92813430 NZ +81 8003330150 JPN +65 3158 8990 SGP What issues are included in Support? Nintex Legal Installation, activation, and download assistance Configuration and basic “how-to” questions Access to major and minor releases (limited support provided after 30 months of the product release) Bugs or defects in one of the Nintex applications. Bugs or defects are defined as a verifiable and reproducible software problem or error that causes a failure of an unmodified version of Nintex’s software product(s) to operate substantially in accordance with applicable end user documentation. What should my case include for the fastest response? Providing more information when opening the case can expedite the resolution. Useful information can include: Screenshots Detailed description of issue Solutions or resources already tried What issues are excluded in Support? Troubleshooting of software that has been modified by the end user Products installed outside of accordance with the Product Documentation Issues with Third Party technologies (such as Javascript, SQL Queries, or APEX code) Custom solution development or integrations How do I check the status of my support case? After opening your Support ticket, you will be able to find and track your ticket within the Cases section of your Customer Central portal. The current status of all cases is displayed within summary landing page, clicking on any case number will display all detail on the case. Does Support offer Service Level Agreements (SLAs)? No, Nintex does not offer formal service level agreements (SLAs) on cases. See our Targeted Response Times for reference. How to prioritize your case by severity Support factors in what level of functionality is blocked by the issue as well as upcoming deadlines to case prioritization. To communicate the issue urgency, select the appropriate Impact level when opening the case and note the circumstances in the description. If you believe the Impact has been incorrectly set, let us know by commenting on the case with more context. Scope / Entitlements Standard Support/ Software Assurance Enterprise/ Premium Support Select/ Platinum Support Coverage hours 8 x 5 24 x 5 24 x 7 Break / Fix support Inbound phone support Advisory / How to support Response SLA, Severity 1 8 hours 4 hours 2 hours Severity 2 1 business day 8 hours 4 hours Severity 3 2 business days 1 business day 8 hours Severity 4 Best effort 2 business days 1 business day Severity 1 (S1) A production environment or the Nintex services is completely inoperable or inaccessible to all users. Severity 2 (S2) Issues with severe performance impact or features not operating as documented that impact a majority of the solution or users. Severity 3 (S3) Issues with performance or features not operating as documented that impact a minority of the solution or users. Severity 4 (S4) Questions of how to use Nintex or related to issues with performance. Inquiries may also relate to potential feature requests for the Nintex platform, which will be recorded, and the cases will then be closed out. Benefits included in Select/Platinum Support entitlement Nintex Workflow & Forms Basic set up and configuration guidance Action/control configuration Nintex Workflow/Forms design issues when something isn’t working properly Nintex Drawloop DocGen® for Salesforce Advanced product configuration Template reconfiguration Best practice advice Nintex Promapp® Product configuration Functionality guidance SSO assistance if errors occur after configuration is complete Best practice advice Nintex RPA Script design assistance when something isn’t working properly Product configuration Functionality guidance Best practice advice Support and learning resources Customer Central Go Nintex University Go Knowledge Center Go Product Feedback User Voice Go Product Help Files Go Request a live demo Request a demo Contact Us Request Demo Pricing Free Trial youtube linkedin facebook twitter Process Platform Process Mapping Process Collaboration Digital Forms Mobile Apps K2 Software Advanced Workflow Robotic Process Automation Document Generation eSignature Process Analytics Connectors Platform Environments Nintex Workflow Cloud® Office 365 SharePoint Salesforce SAP Using Nintex – By Department Information Technology Sales Operations Finance Legal Operations and Procurement Customer Service Marketing Process Excellence and Transformation Using Nintex – By Industry Financial Services Energy Government Health and Life Sciences Manufacturing Education Food & Beverage Technology Customer Success Customer Central Partner Portal Support Community Help Documentation Virtual Technical Evangelists Resources All Resources Events and Webinars Solution Accelerator Gallery Reports Blog About Nintex Company Overview Leadership Awards and Recognition Newsroom Careers Find a Nintex Office Privacy Policy Legal Security Terms of Use © 2021 Nintex UK Ltd