Nexmo Support Guide

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.

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 Singapore to Friday at 5pm in San Francisco. The holidays vary by location of the team, as follows: