The channel for Customer Support is the NLP Support Ticket system and all support requests must be emailed to Help@thenlp.com to create a Support Ticket. The Support Ticket 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. Whenever possible, NLP encourages voice or video calls for correspondence relating to in process tickets. Issues can often be solved more quickly when speaking directly with the submitter.
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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.
** 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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Severity
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