Find answers in our support resources

Frequently asked questions

I have a support question. How do I get started?

Head to our ‘Additional Resources’ section below to find the best solution for your needs.

Where can I find policies for my support entitlement?

Visit the Nintex Legal page for details on support entitlements.

Do I have access to support?

Nintex Standard Support is included with your subscription and lasts for the entire duration of your contract. Enterprise Support is automatically included with all Enterprise Edition Subscriptions.

Which level of support do I have?

Your support level is based on your subscription plan. Check your order form for specific details about your support entitlement.

Get in touch with support

For help, head over to the Nintex Customer Central and submit a request through the Cases menu.

Support hours and contact options may vary depending on your plan.

If you have any questions, feel free to reach out to your account manager, or check Nintex Customer Central for more details.

Need to escalate something? Email us at 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 +1 425-533-2827	24/7 Limited support during holidays +1 425-533-2827
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	8am Monday – 5pm Friday (AET) Limited support during holidays	8am Monday – 9am Saturday (AET) Limited support during holidays +61 388205139 AUS +64 92813430 NZ +81 8003330150 JPN +65 6978 6176 SGP	24/7 Limited support during holidays +61 388205139 AUS +64 92813430 NZ +81 8003330150 JPN +65 6978 6176 SGP

FAQs

Which issues are covered by Support?

We can help with:

Installation, activation, and download assistance
Configuration and basic “how-to” guidance
Bugs or defects in Nintex applications (meaning a verifiable software issue that affects how the unmodified product works based on official documentation)

Learn more at Nintex Legal.

What should I include in my case for a quicker response?

Providing extra details when you open your case helps us solve the issue faster. Here’s what’s useful to include:

Screenshots
A detailed description of the issue
What you’ve already tried to fix it

What issues are not covered by Support?

We don’t cover:

Troubleshooting for software that’s been modified by the user
Products installed outside the recommended guidelines in the Product Documentation
Issues with third-party technologies (like Javascript, SQL Queries, or APEX code)
Custom solution development or integrations

How do I check the status of my support case?

Once you’ve opened a support ticket, you can track it in the Cases section of the Nintex Customer Central portal. The status of each case is shown on the summary page, and you can click any case number to see full details.

Does Support offer Service Level Agreements (SLAs)?

No, we don’t offer formal SLAs on cases. But you can check out our Targeted response times for a reference point.

How to prioritize your case by severity

We prioritize cases by looking at how much functionality is being affected and any upcoming deadlines you may have. To help us understand the urgency, choose the right impact level when opening your case and provide details in the description. If you think the Impact level isn’t quite right, just leave us a comment on the case with more context, and we’ll adjust it as needed.

SCOPE	STANDARD SUPPORT/SOFTWARE ASSURANCE	ENTERPRISE/PREMIUM SUPPORT	SELECT/PLATIUM SUPPORT
Coverage hours	8×5	24×5	24×7
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	1 Business day	4 Hours
Severity 3*	2 Business days	1 Business day	8 hours
Severity 4*	Best effort	2 Business days	1 Business day

*Matrix Notes

Severity 1 (S1) A production environment or Nintex service 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.

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