Nexmo Support Guide – Knowledgebase

This document explains some key information about working with Nexmo Support. Please refer to nexmo.com/about-support for more information about our Support programs, including Service Level Objectives (SLOs).

We have these guidelines to help us provide the best possible support for our customers, but we also try to be flexible when it's in our customers' interest.

Support Priorities

The following table defines the criteria and examples for our support priorities. Every support request is important, but some will require Nexmo and our customers to work with a greater sense of urgency. It's in our customers' interest that we make good decisions about which requests require the most immediate response. We will assume that requests submitted by email are normal priority.

If you believe your issue meets the criteria for a different priority level, submit it online at help.nexmo.com, proposing the priority level.

Once our support engineers review your request, they may adjust the priority to the appropriate level, up or down.

	Definition	Criteria	Examples
Urgent	Critical Service Unavailable	All these apply: All or many countries for this customer In production Prevents critical customer functionality No viable workaround exists	Nexmo platform unavailable / severely impacted. Technical or Account issue preventing any API call. Supplier outage, preventing service for many countries.
High	Serious Service Disruption	All these apply: In production Reduces functionality for customer. No viable workaround exists	Reach lost to a single major country. Latency for delivery receipts globally. Nexmo dashboard is unavailable.
Normal	Other Problem	Any of these apply: In production, no serious impact in functionality. Production Issue, viable workaround exists. Production is not Impacted	Non-delivery to specific numbers. Sender ID changed for country, but message delivered. Encoding issue changing specific characters.
Low	Minor or Scheduled	Either of these apply: Work can be scheduled Not impacting development or production	Request for enhancement to product. Account queries. Usage Questions about using our products.

Nexmo Holidays

The SLOs published on nexmo.com/about-support refer to business hours and days, which exclude weekends and holidays. Due to the global distribution of our Support team, our business hours are from Monday at 9am in Hong Kong to Friday at 5pm in San Francisco. The holidays vary by location of the team, as follows:

		Americas	EMEA	APAC
		UTC: 16-24 PST: 9am - 5pm (+1 in summer)	UTC: 8-16 CET: 9am - 5pm (+1 in summer)	UTC: 24-8 HKT: 9am - 5pm
2018	Thu, Nov 22	⚫
	Fri, Nov 23	⚫
	Tue, Dec 25	⚫	⚫	⚫
2019	Tue, Jan 1	⚫	⚫	⚫
	Mon, Jan 21	⚫
	Tue, Feb 5			⚫
	Wed, Feb 6			⚫
	Mon, Feb 18	⚫
	Fri, Apr 19		⚫
	Mon, Apr 22		⚫
	Wed, May 1			⚫
	Mon, May 27	⚫
	Thu, Jul 4	⚫
	Fri, Jul 5	⚫
	Mon, Sep 2	⚫
	Thu, Nov 28	⚫
	Thu, Nov 29	⚫
	Wed, Dec 25	⚫	⚫	⚫
	Thu, Dec 26		⚫