How to Contact Support
Support Channels
Email: [email protected]
Customer Portal: Available through this help desk
Support Hours
Monday - Friday: 8:00 AM - 6:00 PM PST
(Excluding Nue holidays)
Note: P1 urgent issues receive extended support from 6:00 AM - 6:00 PM PST
Designated Contacts
To ensure efficient support, please designate:
Up to 2 primary contacts to submit and manage support cases
1 backup contact for each primary contact (for coverage)
Update your contact list by emailing [email protected] when changes occur.
Priority Levels & Response Times
Understanding priority levels helps us respond to your needs appropriately. Here's how we categorize and respond to support cases:
Priority | Definition | Initial Response | Action Begins | Status Updates | Support Hours |
P1 - Urgent 🔴 | The Nue service on the production system is not accessible or operational. | Within 1 business hour | Within 1 business hour | Twice daily during business days | 6:00 AM - 6:00 PM PST, Mon-Fri (excluding holidays) |
P2 - Important 🟠 | (1) The Nue service on the production system is operational but experiencing major functional loss preventing transaction completion; OR (2) The development/test system is not accessible or operational. | Within 2 business hours | Within 4 business hours | Daily during business days | 6:00 AM - 6:00 PM PST, Mon-Fri (excluding holidays) |
P3 - Necessary 🟡 | (1) The Nue service on the production system is experiencing functional loss that does not significantly impede transaction completion but affects performance or user quality; OR (2) The development/test system is experiencing major functional loss preventing transaction completion. | Within 4 business hours | Within 2 business days | Weekly | 8:00 AM - 6:00 PM PST, Mon-Fri (excluding holidays) |
P4 - Minor 🟢 | (1) The Nue service has a cosmetic or other minor error that does not affect performance or functionality; OR (2) Customer questions regarding use of the Nue service. | Within 1 business day | As scheduled | Upon request | 8:00 AM - 6:00 PM PST, Mon-Fri (excluding holidays) |
P5 - Enhancement Request 💡 | Request for a new feature that does not currently exist in the Nue service. | Logged for evaluation | Evaluated for future releases | Upon request | 8:00 AM - 6:00 PM PST, Mon-Fri (excluding holidays) |
Quick Reference Examples
P1 - Urgent: Production system is completely offline and no users can access Nue.
P2 - Important: Critical billing workflow is broken in production, or your sandbox environment is unavailable.
P3 - Necessary: A report is loading slowly, or a non-critical feature isn't working as expected in production.
P4 - Minor: UI display issue, questions about a feature, or how-to guidance.
P5 - Enhancement Request: "It would be great if Nue could support X functionality."
Your Responsibilities
To help us resolve issues quickly and effectively:
Provide Detailed Information
When submitting a case, please include:
Clear description of the issue
Steps to reproduce the error
Screenshots or error messages (if applicable)
Impact on your business operations
Any relevant transaction IDs or account details
Maintain IT Contacts
Designate at least:
1 primary IT contact
1 backup IT contact
These contacts will work with Nue on technical issues related to your infrastructure (hardware, software, network, ISP, desktop setup, etc.) that may affect your ability to access and use Nue.
Cooperate During Troubleshooting
Respond promptly to requests for information
Ticket will be closed after 5 business days of no response
Provide access to relevant systems when needed
Test solutions and provide feedback
Best Practices for Support
Choose the right priority: Accurate priority selection helps us respond appropriately and ensures urgent issues get immediate attention.
Be specific: The more details you provide upfront, the faster we can diagnose and resolve the issue.
Stay engaged: Monitor your case updates and respond promptly to requests from our support team.
Escalate appropriately: If you feel your case needs additional attention, contact your designated Customer Success Manager.
Additional Resources
Product and API Documentation: docs.nue.io
Questions about our support services? Contact us at [email protected]