Skip to main content
Search Again

We think these articles could help you:

    See More
    Nintex Knowledge Base

    Testing Resources

    Nintex Subscription Support

    Nintex offers two level of Technical Support for our subscription customers to help meet the service needs of all customers.

    Standard Support

    Standard Support is included with a subscription purchase of any Nintex product (Workflow/Forms or DocGen for Salesforce). Standard Support is available during regular Nintex business hours, as outlined in the Business Hours section.

    Enterprise Support

    Providing your organization with a higher priority of service to help avoid or reduce downtime and expedite issue resolution; Enterprise Support includes accelerated response times and the extended coverage hours.

    Complimentary Resources

    All Nintex users, including users of Nintex for SharePoint, Nintex for Salesforce, and Nintex for Office 365, have access to Nintex's online Success Platform which include our Customer Central Portal, the Support Knowledge Base, Learning Central, Nintex Connect Community, Product Feedback Usevoice, and Product Documentation.

    Supported Issues

    SUPPORTED EXCLUDED REQUESTS
    • 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*
    • 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

    *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. View Support Legal Policy.

     

     

    SERVICES STANDARD SUPPORT EXTENDED SUPPORT

    Contact Options

    Email, Online Chat, Outbound Phone Email, Online Chat, Inbound Phone
    Communities and Knowledge Base Support Knowledge Base Support Knowledge Base
    Coverage Full Work Week in Local Time Zone Full Work Week in Local Time Zone
    S1, S2 Issue Response Time 8 hours, 1 business day 4 hours, 8 hours
    Development Workflows 1 x Production Entitlement 2 x Production Entitlement
    New Software Releases    
    Migration Assistance    
    Upgrade Assistance    
    Senior Support Team    
    Case Escalation and Oversight CSM@nintex.com CSM@nintex.com

    Severity levels

    S1 - Severity 1 (Critical)

    A production environment of Nintex software is completely inoperable or inaccessible to all users.

    S2 - Severity 2 (Urgent)

    Issues with severe performance impact or features not operating as documented, that impact a majority of users or deployed workflows.

    S3 - Severity 3 (Non-Urgent)

    Issues with performance or features not operating as documented, that impact a minority of users or deployed workflows.

    S4 - Severity 4 (Inquiry)

    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. 

    Targeted response times

    After opening your Support ticket, you will be able to find and track your ticket within the Cases section of your Customer Central site. The regional team will then prioritize your case within the Support queue and provide next steps as quickly as possible. For additional information, see our Support FAQs. Any issues not resolved during the initial response will be investigated using the data provided. Below are the targeted response times for continued investigations.

    PRIORITY STANDARD SUPPORT ENTERPRISE SUPPORT
    S1 Target Response Times 8 Hours 4 Hours
    S2 Target Response Time 1 Business Day 8 Hours
    S3 Target Response Time 2 Business Days 1 Business Day
    S4 Target Response Time Best Effort 2 Business Days

     

    Business hours

    REGION STANDARD SUPPORT ENTERPRISE SUPPORT

     

    Americas

    6AM - 5PM (Pacific Time)
    Monday - Friday
    Limited support during Nintex events or holidays

    4PM - 5PM (Pacific Time)
    Sunday - Friday
    Limited support during Nintex events or holidays

     

    EMEA

    8AM - 5PM (GMT)
    Monday - Friday
    Limited support during Nintex events or holidays

    12AM - 1AM (GMT)
    Monday - Saturday
    Limited support during Nintex events or holidays

     

    APAC

    8AM - 5PM (AET)
    Monday - Friday
    Limited support during Nintex events or holidays

    8AM - 9AM (AET)
    Monday - Saturday
    Limited support during Nintex events or holidays

    Supported Versions

    Nintex will provide support for the current and most recent preceding product release (n-1) for all on-premises products. Product Release Notes can be found on the Nintex community site.

    PRODUCT VERSION
    Nintex Workflow and Forms for SharePoint 2016
    4.3.3.0
    Nintex Workflow and Forms for SharePoint 2016
    4.3.2.0
    Nintex Workflow for SharePoint 2013
    3.3.1.0
    Nintex Workflow for SharePoint 2013
    3.3.0.0
    Nintex Forms for SharePoint 2013
    2.11.4.0
    Nintex Forms for SharePoint 2013
    2.11.3.10
    Nintex Workflow for Project Server 2013
    3.0.8.0
    Nintex Workflow for Project Server 2013
    3.0.7.0
    Nintex Workflow for SharePoint 2010
    2.5.7.0
    Nintex Workflow for SharePoint 2010
    2.5.6.0
    Nintex Forms for SharePoint 2010
    1.12.2.20
    Nintex Forms for SharePoint 2010
    1.12.2.10
    Nintex Workflow for Porject Server 2010
    2.0.9.0
    Nintex Workflow for Porject Server 2010
    2.0.8.0

     

    Nintex On-Premise Perpetual Support

    Nintex offers three level of Technical Support for our on-prem perpetual licensed customers to help meet the service needs of all customers.

    Software Assurance Support

    Entitles your organization to product updates and/or new releases of your licensed Nintex product(s). Support is provided in the areas of installation, configuration and technical troubleshooting via our community site, chat or email help desk.

    Premium Support

    Provides your organization with higher priority service, through outbound phone support, guaranteed response times, plus unlimited developer licenses (based on annual renewal), migration guidance and global coverage.

    Nintex Premium Support is a step above Nintex Software Assurance, which is required in order to purchase Premium Support.

    LEARN MORE

    Platinum Support

    Provides your organization with the highest level service offered. Not only do you get the benefits of Nintex Premium Support, but you also get direct phone access to our support team 24x7x365, a faster response time, and more time to review and plan for your next migration. In order to purchase Nintex Platinum Support, you must already have Nintex Software Assurance and Nintex Premium Support.

    Complimentary Resources

    All Nintex users, including users of Nintex for SharePoint, Nintex for Salesforce, and Nintex for Office 365, have access to Nintex's online Success Platform which include our Customer Central Portal, the Support Knowledge Base, Learning Central, Nintex Connect Community, Product Feedback Usevoice, and Product Documentation.

    Supported Issues

    SUPPORTED EXCLUDED REQUESTS
    • 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*
    • 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

    *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. View Support Legal Policy.

     

    SERVICES SOFTWARE ASSURANCE PREMIUM SUPPORT PLATINUM SUPPORT

    Contact Options

    Email, Online Chat Email, Online Chat, Outbound Phone Email, Online Chat, Inbound Phone
    Communities and Knowledge Base Support Knowledge Base Support Knowledge Base Support Knowledge Base
    Coverage Full Work Week in Local Time Zone Full Work Week in Local Time Zone 24 x 7
    S1, S2 Issue Response Time 8 hours, 1 business day 4 hours, 8 hours 2 hours, 4 hours
    Development Licenses 1 per Production License Unlimited Unlimited
    New Software Releases      
    Migration Assistance      
    Upgrade Assistance      
    Senior Support Team      
    Case Escalation and Oversight CSM@nintex.com CSM@nintex.com CSM@nintex.com

    Severity levels

    S1 - Severity 1 (Critical)

    A production environment of Nintex software is completely inoperable or inaccessible to all users.

    S2 - Severity 2 (Urgent)

    Issues with severe performance impact or features not operating as documented, that impact a majority of users or deployed workflows.

    S3 - Severity 3 (Non-Urgent)

    Issues with performance or features not operating as documented, that impact a minority of users or deployed workflows.

    S4 - Severity 4 (Inquiry)

    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. 

    Targeted response times

    After opening your Support ticket, you will be able to find and track your ticket within the Cases section of your Customer Central site. The regional team will then prioritize your case within the Support queue and provide next steps as quickly as possible. For additional information, see our Support FAQs. Any issues not resolved during the initial response will be investigated using the data provided. Below are the targeted response times for continued investigations.

    PRIORITY SOFTWARE ASSURANCE PREMIUM SUPPORT PLATINUM SUPPORT
    S1 Target Response Times 8 Hours 4 Hours 2 Hours
    S2 Target Response Time 1 Business Day 8 Hours 4 Hours
    S3 Target Response Time 2 Business Days 1 Business Day 8 Hours
    S4 Target Response Time Best Effort 2 Business Days 1 Business Day

     

    Business hours

    REGION SOFTWARE ASSURACE PREMIUM SUPPORT PLATINUM SUPPORT

     

    Americas

    6AM - 5PM (Pacific Time)
    Monday - Friday
    Limited support during Nintex events or holidays

    4PM - 5PM (Pacific Time)
    Sunday - Friday
    Limited support during Nintex events or holidays

    24 X 7
    Limited support during Nintex events or holidays

     

    EMEA

    8AM - 5PM (GMT)
    Monday - Friday
    Limited support during Nintex events or holidays

    12AM - 1AM (GMT)
    Monday - Saturday
    Limited support during Nintex events or holidays

    24 X 7
    Limited support during Nintex events or holidays

     

    APAC

    8AM - 5PM (AET)
    Monday - Friday
    Limited support during Nintex events or holidays

    8AM - 9AM (AET)
    Monday - Saturday
    Limited support during Nintex events or holidays

    24 X 7
    Limited support during Nintex events or holidays

    Supported Versions

    Nintex will provide support for the current and most recent preceding product release (n-1) for all on-premises products. Product Release Notes can be found on the Nintex community site.

    PRODUCT VERSION
    Nintex Workflow and Forms for SharePoint 2016
    4.3.3.0
    Nintex Workflow and Forms for SharePoint 2016
    4.3.2.0
    Nintex Workflow for SharePoint 2013
    3.3.1.0
    Nintex Workflow for SharePoint 2013
    3.3.0.0
    Nintex Forms for SharePoint 2013
    2.11.4.0
    Nintex Forms for SharePoint 2013
    2.11.3.10
    Nintex Workflow for Project Server 2013
    3.0.8.0
    Nintex Workflow for Project Server 2013
    3.0.7.0
    Nintex Workflow for SharePoint 2010
    2.5.7.0
    Nintex Workflow for SharePoint 2010
    2.5.6.0
    Nintex Forms for SharePoint 2010
    1.12.2.20
    Nintex Forms for SharePoint 2010
    1.12.2.10
    Nintex Workflow for Porject Server 2010
    2.0.9.0
    Nintex Workflow for Porject Server 2010
    2.0.8.0

     

    • Was this article helpful?