Nintex Customer Support
Find answers in our support resources
I have a support question.
How do I get started?
Customer Central
Navigate to ‘Additional Resources’ to find the best solution for you.
Where can I find policies for my Support entitlement?
Nintex LegalDo 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.
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 6978 6176 SGP
24/7
Limited support during holidays
+61 388205139 AUS
+64 92813430 NZ
+81 8003330150 JPN
+65 6978 6176 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
Break / Fix support
Inbound phone support
Advisory / How to support
Response SLA, Severity 1
Severity 2
Severity 3
Severity 4
Scope / Entitlements
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
Nintex K2 Software
- Basic Upgrade guidance
- Basic set up and configuration guidance
- OOTB Functionality assistance
- Basic database health checks
