Submitting a Support Ticket

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.

Submitting the email request

Follow these guidelines to create the support request email. Support requests that are emailed directly to an NLP team member will be sent back with instruction to submit through the support email before they will be assigned, and any work started.

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: Specify the 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

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.

Severity Level Details

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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. Help@TheNLP.com (emails should have a subject beginning with “Emergency:" and include all related attachments, screenshots or information.) (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 makes a comment on the support ticket. If the email is to notify of status updates, no action is needed on your part. However, if the email contains questions or if you have any question, click “Reply” or “Reply All” (do not send a new email) for your response to directly update the Support Ticket. When you reply, leave the subject line as is, do not edit in anyway 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”. 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.