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

Customer Central

Navigate to ‘Additional Resources’ to find the best solution for you.

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

Platinum Support

Americas

Standard Support/Software Assurance
6am Monday – 5pm Friday (Pacific Time)
Limited support during holidays

Enterprise/Premium Support
4pm Sunday – 5pm Friday (Pacific Time)
Limited support during holidays
+1 425 533 2827

Platinum Support
24/7
Limited support during holidays
+1 425 533 2827

EMEA

Standard Support/Software Assurance
8am Monday - 5pm Friday (GMT)
Limited support during holidays

Enterprise/Premium Support
12am Monday – 1am Saturday (GMT)
Limited support during holidays
+44 20 3695 5056

Platinum Support
24/7
Limited support during holidays
+44 20 3695 5056

APAC

Standard Support/Software Assurance
8am Monday - 5pm Friday (AET)
Limited support during holidays

Enterprise/Premium Support
8am Monday – 9am Saturday (AET)
Limited support during holidays
+61 3 88205139

Platinum Support
24/7
Limited support during holidays
+61 3 88205139

What issues are included in Support?

Support Policy
  • 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.

Standard Support/
Software Assurance

Enterprise/
Premium Support

Platinum Support

Critical (S1)

Standard Support/Software Assurance

8 hrs

Enterprise/Premium Support

4 hrs

Platinum Support

2 hrs

Severity 1 (S1) A production environment or the Nintex services is completely inoperable or inaccessible to all users.

Urgent (S2)

Standard Support/Software Assurance

1 business day

Enterprise/Premium Support

8 hrs

Platinum Support

4 hrs

Severity 2 (S2) Issues with severe performance impact or features not operating as documented that impact a majority of the solution or users.

Non-Urgent (S3)

Standard Support/Software Assurance

2 business days

Enterprise/Premium Support

1 business day

Platinum Support

8 hrs

Severity 3 (S3) Issues with performance or features not operating as documented that impact a minority of the solution or users.

Non-Urgent (S4)

Standard Support/Software Assurance

Best effort

Enterprise/Premium Support

2 business days

Platinum Support

1 business day

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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