Nintex customer support
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:
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:
|
What issues are not covered by Support?
We don’t cover:
|
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.
*Matrix Notes
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.
Some benefits
Benefits included in Select/Platinum Support entitlement
Nintex Workflow & Forms
- Basic setup and configuration guidance
- Action/control configuration
- Nintex Workflow/Forms design issues when something isn’t working properly
Nintex Process Manager
- Product configuration
- Functionality guidance
- SSO assistance if errors occur afterconfiguration is complete
- Best practice advice
Nintex Apps
- Basic upgrade guidance
- Basic setup and configuration guidance
- OOTB functionality assistance
- Basic database health checks
Nintex Apps for Salesforce
- Advanced product configuration
- Template reconfiguration
- Best practice advice
Nintex DocGen® for Salesforce
- Advanced product configuration
- Template reconfiguration
- Best practice advice
Nintex RPA
- Script design assistance when something isn’t working properly
- Product configuration
- Functionality guidance
- Best practice advice
Nintex Automation K2
- Basic upgrade guidance
- Basic setup and configuration guidance
- OOTB functionality assistance
- Basic database health checks
Support & learning
Get the most out of Nintex: explore our support resources
Choose from hands-on training, expert insights, feedback channels and more.
Nintex Customer Central
Submit tickets, track issues, and connect with Nintex experts—all from one place.
Nintex University
Find interactive courses and certifications to keep you and your team sharp.
Nintex Community
Get answers fast in our comprehensive Knowledge Center. Explore best practices, how-to guides, and common solutions.
Nintex Ideas
Have an idea? Share it on Nintex Ideas and help shape the future of our products.
Nintex Help
Find the guidance you need: browse detailed help files with step-by-step instructions on Nintex features and capabilities.
See for yourself
Put Nintex to the test
Because seeing is believing, let us give you a firsthand look at how Nintex can work for you.