Support
- Support on the Website:
- Customers can raise support requests directly from the website using the "Support Requests" tab from the left side menu or directly opening the support page from here. Our team will respond to you within 1 working day and will resolve based on the criticality of the request.
- Customers can raise support requests directly from the website using the "Support Requests" tab from the left side menu or directly opening the support page from here. Our team will respond to you within 1 working day and will resolve based on the criticality of the request.
- Email support: Customers can send an email to support@nanonets.com and our team will respond to the ticket depending on the criticality of the ticket.
- Dedicated customer success manager: For Enterprise plan customers, we have a single point of contact for account-related questions aside from the above options. Aside from answering questions and trying to resolve issues, this person serves as a Point of Contact for the customer’s requests and issues.
| Priority | Response SLA | Resolution SLA | Scenario |
| P0/Critical | 1 hour | 4 hours | Services going down, major security problems. |
| P1/High | 2 hour | 24 hours | The issue is a workflow blocker, the customer loses access to their data or is not able to export/import data properly. |
| P3/Medium | 1 working day | 7 working days | Non-blocker Issue affecting secondary functionality and causing a slowdown. |
| p4/ Low | 2 working days | Non-blocker issue, has a workaround or doesn’t directly affect the user's data. |