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All requests for support must be emailed to NLP Support to create a Support Ticket. The support ticket will be used to track all correspondence related to the issue.

Submitting the initial request

Follow these guidelines to email a request for support. Requests for support or services that are not emailed to the NLP Support Desk are not subject to the Support SLA’s.

Email Header Fields

To: Send the email to Help@TheNLP.com

Cc: Include emails for anyone else that needs to be copied on all correspondence. This is 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 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.

NLP Review & Classification

  1. When a support request is received by the NLP Support Ticket System, an autoreply is sent to identify receipt of the issue and provide the Ticket # that will be used with future correspondence.

  2. NLP Support then classifies the request by both Request Type and Severity

Request Type

The Request Type identifies the nature of the support request. Request Types include:

  • General Support: Used for general help, questions, or clarifications.

  • Upgrade Request: Requests to Upgrade a single instance of NorthScope.

  • Feature Request: Requests for new NorthScope feature or feature enhancement.

  • Report Request: Requests for a new report or inquiry.

  • Bug: Used to identify something that is not working as it should.

  • User License: Request to add a User License(s).

  • Other: Requests for a data fix, training, configuration, etc.

Severity

The Severity identifies the urgency of the support request (Standard, Urgent, or Emergency). The severity is initially set based on the Subject Line of the initial support request but is reviewed and/or updated by NLP.

Note: if a support request is an urgent or emergency level issue, but the submitter did not prefix the Subject Line of the initial email accordingly, NLP will increase the severity to the appropriate level. Conversely, if a support request comes in with an Urgent or Emergency assigned on an issue that is not, NLP will decrease the severity to the appropriate level.

 See Severity Details

Support Response Times are based on the severity of the request.

Severity

Target Response

NLP Action

Standard

Within 3 business days

These issues are prioritized based on several factors including, but not limited to age of the issue, effort required, staff availability, volume of higher severity tickets, etc.

 Criteria to determine Standard issues.

1. A software bug or performance issue that is hindering but not preventing use of the system.

2. A request for a new feature, report, or inquiry.

3. A request to Upgrade a Live or Test system.

4. A request for training, configuration changes, or data fixes

5. A request for additional User Licenses or general question seeking information on application capabilities, navigation, installation, etc.

This is the default level of Severity.

Urgent

Within 3 business hours

The primary objective is to solve the issue but in some cases the solution may be a workaround in order to allow the user to continue work as quickly as possible.

 Criteria to determine Urgent issues.

1. Major functionality is being impacted and/or significant performance degradation is being experienced.

2. The issue is persistent and affects many users and/or major functionality and no reasonable workaround is available.

A fix is required as soon as possible.

Emergency

ASAP

NLP prioritizes Emergency-level support above all else. The objective is to solve the issue, but the solution may be a workaround in order to allow the user to continue work as quickly as possible.

To ensure the faster response times, Emergency requests should be emailed and called in to NLP Support.

  1. Help@TheNLP.com (emails should have a subject beginning with “Emergency:" and include all related attachments, screenshots or information.)

  2. (425) 949-3313 x 505.

 Criteria to determine Emergency issues.

1. Critical issue affecting all users (e.g., access to the system, data integrity, or performance issues) where no workaround is available.

2. Critical financial related issue (e.g., issuing payments, shipping product, invoicing customers, etc.) where no workaround is available.

The severity requires maximum effort from support until an emergency fix or bypass is developed. 

Ongoing Correspondence

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 issue. When the email is just to notify of progress and/or status updates, there is no need to respond. However, if the email contains questions or anything else that requires a response, follow these steps when responding:

  1. Click “Reply” or “Reply All” to the email, do not send a new email.

    1. Reply will go directly to NLP Support

    2. Reply All will include other “watchers” that were initially Cc’d.

  2. Leave the subject line as is, do not edit in anyway.

  3. Respond to any questions and/or attach any new documents.

  4. Send the email.

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”.

each time NLP updates or makes a comment on the issue. When the email is just to notify of progress and/or status updates, there is no need to respond. However, if the email contains questions or anything else that requires a response, follow these steps when responding:

You will be updated once your ticket has been resolved. If the issue ever occurs again, send a new email to help@thenlp.com. Do not reply to the previous issue’s emails as the issue is now closed and no longer visible in NLP’s queue of open support

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