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 email request

Follow these guidelines to create the support request email. Support requests 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 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 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.

When a support request is received by the NLP Support Ticket System, an auto-response is sent 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

Severity

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