How to log a Nextuple SaaS / Product support ticket?

This document describes the options to create a ticket to report Nextuple SaaS product issues. Standard SLA's / response & resolution times can be found at the bottom of this page.

There are a couple of ways to create Nextuple Omni Studio (NOMS) product support tickets.

Option 1: (Recommended)

a) Navigate to the support portal (https://support.nextuple.com)

b) Click on “new ticket” at the top right corner of the screen

b. Select 1- SaaS Product Request/Issue and enter the appropriate contact information and Product from the “drop down” list.

c. Choose the appropriate severity from the drop down list and add ticket summary and details

d. Click on create button, attaching any relevant screenshots of errors (if any)

Option 2:

Send an email to the Product Support team using the suggested template below.

Customers can send email to the Product Support team, who will create a ticket for you.

Send email to support@nextuple.com

Suggested Template: Template - Nextuple SaaS Product Support.docx

Sub   :  < Client Name >  | < Ticket Type > | < Short description >
     Body : < Detailed Description>

Standard Service Level Agreements (SLAs)

Note: Your specific SLA could be different.

Response and Resolution Time Service Levels: Response and Resolution times will be measured from the time Provider (Nextuple) receives a Support Request until the respective times Provider has:

(i) responded to, in the case of response time and

(ii) Resolved such Support Request, in the case of Resolution time. “Resolve” (including “Resolved”, “Resolution” and correlative capitalized terms) means that, as to any Service Error, Provider has provided Customer the corresponding Service Error correction and Customer has confirmed such correction and its acceptance thereof.

Provider shall respond to and Resolve all Service Errors within the following times based on the severity of the Service Error: