Thank you for choosing Nexiwave. Technical support is a vital part of the Nexiwave customer experience. We want you to get the most from our service long after the initial sale and installation. We are dedicated to ensuring that every issue is resolved to your satisfaction. To enable you to maximize the return on your investment, we offer a suite of support offerings designed to meet your business needs.
Nexiwave can work more efficiently with your organization by collaborating with a regular set of contacts for technical as well as support-contract issues. We define three types of customer contacts for every customer: Super User, Procurement Contact, and Administrator (described in more detail in the following sections).
A Super User can manage your sub-accounts on behalf of an account, add and remove permissions associated with sub-account, add or remove other super users, and reassign the Super User role to other users. There can be more than one Super User for each account.
A Procurement Contact can manage agreements and support on behalf of a specific account and delegate and remove user and super user permissions. The same person may act as Super User and Procurement Contact.
The Sub-Accounts Administrator role can manage your sub-accounts list without assistance from Nexiwave. The Administrator role can be assigned by the Super User, Procurement Contact.
A customer support representative (CSR) will help you if you submit a support request by phone. Their responsibilities include, but are not limited to:
Your support requests are assigned to a TSE. The TSE is your main contact for providing technical support and guidance. Their responsibilities may include, but are not limited to:
A TSE may transfer your support request to a senior technical support engineer. Nexiwave senior technical support engineers have hands-on development experience with Nexiwave system. Their responsibilities may include, but are not limited to:
Whether you contact Nexiwave by email or phone, your support request is promptly logged and your issue is then assigned to the appropriate individual. Support request stages include:
These guidelines describe the information Nexiwave needs to diagnose issues and quickly log your support request. Please gather the pertinent information before you contact Nexiwave Support.
The customer number is a unique 8 alpha-numerical identifier that is assigned to each customer for the purpose of technical support. The customer number is available after you have logged into your Nexiwave account.
System, network diagrams and your email server setup are very helpful when troubleshooting issues with a Nexiwave product. Having these diagrams on file for sharing with Nexiwave Support.
If you are reporting an issue you encountered while using Nexiwave service, it is helpful to have your email server log files on hand.
Check to see if any changes have recently occurred in your environment. Changes to versions of operating system, networking, storage, email servers and applications are of particular interest.
All customers can submit a request with your Nexiwave account at the Nexiwave Production Support page.
Your Nexiwave support team always works to ensure that the appropriate resources and level of focus are applied to your request to ensure a timely resolution. If you are not satisfied with the progress of your support request, however, you can request an escalation. By invoking the escalation process, additional levels of Nexiwave management attention, procedure reinforcement and resource prioritization are brought to bear on resolving your support request.
Call your Nexiwave Support number listed in your Nexiwave account, and request that your Support Request (SR) be escalated. Either the technician assigned to your SR, their manager, or the current Duty Manager can escalate an SR. If necessary, you may also directly raise your concern by contacting: escalation@nexiwave.com.
You can escalate a support request at any time either by speaking directly with the technician assigned or by requesting to speak with a Duty Manager.
The escalation process is especially appropriate in the following situations:
We highly recommend that you contact Nexiwave Support by telephone for escalations. This will ensure that your request is directed to the appropriate resources as soon as possible to achieve a successful resolution.
Once an escalation request has been made, the appropriate Support Manager will evaluate the situation and determine the appropriate resources to assign and/or process correction to make. A Support Engineer specializing in the type of situation being experienced will be assigned as the primary point of contact for the issue and will coordinate with all parties involved to ensure an expedited resolution. The Support Engineer will set up a conference call with the appropriate parties to begin outlining the action plan and troubleshooting the situation.
The Support Manager is made aware of all escalations and their current status on a daily basis. The Support Manager will work with the Support Engineers to ensure that the appropriate resources, communication and action plans are in place to expedite resolution.
If you are concerned with the current state of an escalation or the situation has digressed, please inform your assigned Support Engineer, Support Manager immediately. The Support Engineer will immediately inform the management team and the Support Manager will conduct a conference call with the required parties. If necessary, additional resources will be applied to the situation to determine what is required to resolve the situation.
A request is typically closed when you confirm that a resolution has been reached or if Nexiwave does not hear back from you after three attempts to contact you over a period of at least 2 business days. Technical support requests may also be closed if they cannot be resolved, or if Nexiwave chooses not to resolve certain issues, with acknowledgement and agreement from you.
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