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The channel for Customer Support is the NLP Support Ticket system and all support requests must be emailed to Help@thenlp.com or be created through the customer portal 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.

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Follow these guidelines to create the support request email. Support requests that are not emailed directly to the NLP Support Desk are not subject to the Support SLA’san NLP team member will be sent back with instruction to submit through the support email before they will be assigned, and any work started.

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Email Header Fields

  • To: Send the email to Help@TheNLP.com

  • Cc: Include emails for anyone to be copied on all correspondence. Not required.

  • Subject: Include a short, but detailed summary of the issue. *

  • Attachments: Include screenshots or other attachments that will assist NLP in solving the issue.

Body of Email

Add headings and content for each of these sections : **

  • Description: Include a detailed description of the issue

  • Resolution Needed By: Identify Specify the Date and Time/Timeframe you need the resolution.

  • Steps to Reproduce: Identify the steps required to ensure the issue can be replicated.

* 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.

** In the body of the email, be as descriptive as possible. Emails without adequate information cannot be assigned and will result in requests for additional information.

Bad Example: “The Customer Statements are showing the wrong information”

Better Example: “The Customer Statement for ABF Foods for April of 2022 at Sales Invoice INV-2536 is not shown. The date range I set was 4/1/22 – 4/30/22 so I’m not sure why it is missing. I’ve attached a screen shot of the transaction, the report, and my report selection criteria.”

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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