Customer Support Guide

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For every Nexvia implementation key team members in each business are taken through extensive training so they can provide the local support on business workflows and processes using Nexvia. Normally this is your first point of contact and should the expert in your business need additional assistance they have access to a dedicated support area for lodging help requests with the Nexvia Support team.

Within minutes of logging a case you will receive email confirmation with a unique reference number for tracking purposes.  The Service Desk system is in place to record all incoming issues and track resolution and for the fastest response we recommend to always provide examples of the issue you are asking for help with so the team can understand the problem. Links to urls, screenshots and short video’s are also helpful.

 Support staff log all issues submitted into the Service Desk database. Each issue is assessed and replicated with your examples where possible. The issue is then assigned to the appropriate staff member to resolve. When a call or email is received, we assess the request and we classify them as follows:

1. Support Requests
2. Feature Requests
3. Training Requests
4. Custom Development Requests
5. Project / Process Requests
6. Software Issues (bugs)
   
   

Support & Bug requests are prioritised and we try and deal with these ASAP. With the other types of requests, we book in time with the appropriate team members to review and where appropriate provide pricing for development.