All requests for support The channel for Customer Support is the NLP Support Ticket system and all support requests must be emailed to NLP Support Help@thenlp.com to create a Support Ticket . The support ticket that will be used to track all correspondence related to the issue. The Support Ticket system contains the archive of support tickets from all Users and is provided to all Customers current with an Active NorthScope Subscription. Users can submit support requests via email, or they can log into the NLP Support Ticket system directly (if they are eligible and have completed the self-registration form to create a new account). When corresponding relating to submitted Support Tickets, NLP encourages voice or video calls whenever possible because we can often solve issues more quickly when working together with the submitter.
Submitting the email request
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Email Header Fields
| Body of EmailAdd headings and content for each of these sections:
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* All support requests are classified as “Standard” unless the Subject line of the email is prefixed with either “Urgent:” or “Emergency:” followed by a short, but detailed summary of the issue.
You will receive an auto-response indicating receipt of the issue and providing the Ticket # that was assigned. NLP Support reviews each new Support Ticket and assigns the Request Type and Severity
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The person who submitted the issue , (and anyone they Cc’d, ) will receive a new email each time NLP updates or makes a comment on the issuesupport ticket. When If the email is just to notify of progress and/or status updates, there is no need to respondno action is needed on your part. However, if the email contains questions or anything else that requires a response, follow these steps when responding:
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if you have any question, click “Reply” or “Reply All”
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(do not send a new email
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Reply will go directly to NLP Support
Reply All will include other “watchers” that were initially Cc’d.
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) for your response to directly update the Support Ticket. When you reply, leave the subject line as is, do not edit in anyway
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Respond to any questions and/or attach any new documents.
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and feel free to add any new attachments.
Resolving an Issue
When a support ticket has been resolved, the person who submitted the issue, and anyone they Cc’d, will receive a new email indicating the status has been updated to “Resolved” or “Closed”.
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