Support and Availability

Support

Support on the Website:
- Customers can raise support requests directly from the website using the "Support Requests" tab from the left side menu or directly opening the support page from here. Our team will respond to you within 1 working day and will resolve based on the criticality of the request.
Email support: Customers can send an email to [email protected] and our team will respond to the ticket depending on the criticality of the ticket.
Dedicated customer success manager: For Enterprise plan customers, we have a single point of contact for account-related questions aside from the above options. Aside from answering questions and trying to resolve issues, this person serves as a Point of Contact for the customer’s requests and issues.

Priority	Response SLA	Resolution SLA	Scenario
P0	1 hour	4 hours	Operation of the entire Nanonets Service is critically affected (not responding to requests or serving content) for a large number of users with no workaround available, or a security incident.
P1	2 hour	24 hours	Workflow fully stopped (no documents importing, processing, or exporting), or loss of access to your account or data, with no workaround available.
P2	1 working day	7 working days	Service is responding and functional, but performance is degraded and no workaround is available — e.g., slowed imports, processing, or exports; incorrect data exported on an ongoing basis; or a workflow step failing consistently.
P3	3 working days	Scheduled for an upcoming release	Non-blocker issue for which a workaround is available, or an issue with no significant performance impact on the Service — e.g., UI-only issues (underlying data and exports unaffected), issues limited to specific files (i.e., a stuck file that can be re-uploaded), extraction accuracy tuning, or changes to your existing workflow configuration.