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Support procedures

Below are the different options you have available for seeking support from Nextail.

How to get help

Contact Support:

    • Email: customerexperience@nextail.co
    • In-app chat: Available through the "Help" section in the Nextail platform
    • Jira Portal: Accessible through the designated platform

Support Ticket Process

  1. Issue reported via email, chat or directly from our Customer Portal
  2. Support ticket created and assigned a unique ID
  3. Acknowledgment sent to customer
  4. Issue investigation and resolution
  5. Resolution communicated to customer
  6. Customer confirmation of resolution
  7. Ticket closed

User Management

To add or modify user accounts, please send an email to login_sso_support@nextail.co indicating:

  • User's full name
  • Email address
  • Required access level (Store/HQ)
  • Required permissions

Need additional help? Email customerexperience@nextail.co

Support services

Support services in scope

The following types of services will be covered within the scope of the BAU service of Nextail and apply to both website and mobile app (if included in the contract). The support to these services will be provided within Support working hours:

  • Incidents: Issues that disrupt the operation of Nextail platform, impacting Customer’s operations
  • Service request tickets: Requests for standard services, features or changes to the current setup or configuration of Nextail platform that cannot be performed by the user due to platform design
  • Access request tickets: Requests for granting, modifying, or revoking access to Nextail application or specific features

Services out of scope

The following types of services will not be covered within the scope of the BAU service of Nextail. Please, take into account that the following list is non exhaustive and that any type of service not explicitly detailed in the In-scope section will be excluded.

  • Information request tickets: queries seeking information, guidance, or clarification about Nextail application or its features
  • Ad-hoc reporting: any kind of ad-hoc reporting will by default be out of scope of the service
  • Evolutive tickets: For proposals for improvements, enhancements or new features of the platform can be shared as a suggestion but will not be directly attended, they will be treated as feedback for possible evolution