Welcome to Nectain Support Center

We’re here to help you get the most out of Nectain. Whether you’re just getting started or need assistance troubleshooting an issue, you’ve come to the right place. Explore our helpful resources, detailed guides, and support options to find the answers you need quickly and easily.

What You Need to Know About Our Support

To ensure you receive the best assistance, please take a moment to review the following guidelines about our support process for Nectain.

Chat with Nectarine First

Before submitting a support request, we encourage you to chat with Nectarine AI-assistant via Nectain’s interface. This virtual assistant finds information in product documentation, blog and release notes.

Discover Nectarine

Explore Product Documentation

We are carefully compiling guides, FAQs, and troubleshooting steps that may provide the answers you need without waiting for a response.

Learn more

Submit a Support Ticket

Standard ticket submissions are handled through the Client Application. There is a Help section at the bottom left corner where you can find the Support contact form. Also, you can contact us by email provided in the contract.

Complete the Form

Frequently Asked Questions

How can I optimize my support request for faster resolution?

To receive the best response from our team, your ticket should include:

Technical details: Logs, environment specifications, and the Nectain version you’re using.
Error messages: Include screenshots or the exact text of any error messages you encounter.
System information: Operating system, browser version, and other relevant configuration details.

Support Language

The official support language is English. Tickets submitted in other languages will be processed using translation tools to understand your issue. However, translations may sometimes be incomplete. In such cases, our responses will be provided in English to ensure clarity.

Response Times

We aim to respond to all tickets within 24 hours.

By following these guidelines, you can help us provide efficient, accurate support to resolve your issues as quickly as possible.

Need help right away?

Accessible from any page within the Nectain system, our AI assistant Nectarine will elegantly help you to shorten the learning curve.

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AI Assistant

Ticket Classification for Nectain Support Services

At Nectain, we prioritize your requests to ensure the most critical issues are addressed promptly while maintaining an efficient workflow for all concerns. Below are the classifications we use to categorize support tickets, along with examples to help you understand how we handle different types of issues.

Highest Priority
These are urgent, high-impact issues that cause a complete service outage or severe disruptions affecting all
users. Highest priority issues demand immediate attention to restore functionality as quickly as possible. They
often have a significant impact on business operations or involve serious security concerns.

Examples:
- Complete system downtime affecting all users.
- Security breaches, such as unauthorized data access or critical data loss.
- Database corruption preventing user transactions.
- Network outages that block access to all services.
- Errors preventing all users from logging in.
High Priority
High-priority tickets involve major issues that disrupt essential functionalities or degrade performance for a
large group of users. While not as urgent as a total outage, these issues can significantly impact productivity
and user experience.

Examples:
- Core features being unavailable for multiple users.
- Significant performance slowdowns affecting user productivity.
- Frequent system disconnections or application crashes for a large group of users.
- Errors that prevent users from completing critical tasks.
- Partial outages impacting specific departments or regions.
Normal Priority
Normal-priority tickets involve moderate issues affecting specific features or a limited number of users. These
issues may cause inconvenience but do not prevent the system’s overall functionality.

Examples:
- Non-essential features malfunctioning for a small group of users.
- Intermittent performance issues that do not critically disrupt operations.
- Delayed notifications or alerts for some users.
- Minor bugs that slightly affect functionality.
- Sporadic connectivity issues that are not widespread.
Low Priority
Low-priority tickets include minor issues or cosmetic inconsistencies that have little to no impact on system
performance or user productivity. These can typically be addressed during routine maintenance or future updates.

Examples:
- Visual inconsistencies or small UI glitches.
- Typographical errors or formatting issues in the interface.
- Suggestions for minor feature enhancements or design improvements.
- Infrequent, non-disruptive error messages that do not affect usability.
- Requests for documentation updates or clarifications.