Support

Nimbus Intelligence is dedicated to providing prompt and efficient support for our Snowflake Native App Connectors. Below is an outline of our support process to ensure you receive timely assistance.

Step-by-Step Support Process

  1. Identify the Issue:

    • Before contacting support, please identify and document the issue you're experiencing. This includes any error messages, steps to reproduce the issue, and the impact on your operations.

  2. Submit a Support Request:

    • Send an email to support@nimbusintelligence.com with the subject line "Support Request: [Your Issue Description]".

    • In the body of the email, provide a detailed description of the issue, including:

      • Your contact information (name, organization, phone number).

      • A clear description of the problem.

      • Any error messages or screenshots that may help in diagnosing the issue.

      • The steps you have already taken to try to resolve the problem.

  3. Acknowledgment:

    • Upon receipt of your support request, you will receive an acknowledgment email within a few minutes. This email will confirm that we have received your request and provide you with a unique ticket number for tracking purposes.

  4. Initial Response:

    • A support team member will review your request and respond within 1 working day. The initial response will include:

      • Confirmation that the issue is being investigated.

      • Any immediate steps you can take to mitigate the issue.

      • An estimated timeframe for resolution if it can be determined at this stage.

  5. Investigation and Resolution:

    • The support team will investigate the issue based on the information provided. They may contact you for additional details or clarification.

    • Our goal is to resolve most issues within the SLA period. However, complex issues may require additional time for thorough investigation and resolution.

    • You will be kept informed of the progress and any actions taken during the investigation.

  6. Resolution and Closure:

    • Once the issue is resolved, you will receive a resolution email detailing the actions taken to address the problem.

    • If you are satisfied with the resolution, you can confirm the closure of the support ticket.

    • If further assistance is required, please reply to the resolution email, and the support team will continue to assist you.

Escalation Process

If you believe your issue is not being addressed in a timely manner or requires urgent attention, please follow the escalation process:

  1. Reply to the Initial Support Email:

    • Reply to the initial acknowledgment email with "Escalation" in the subject line and provide the ticket number.

  2. Direct Contact:

    • If the issue remains unresolved, contact our support manager directly by calling the number provided in the acknowledgment email.

Support Hours

  • Our support team is available Monday to Friday, 9 AM to 5 PM (CET), excluding dutch public holidays.

  • Requests submitted outside of these hours will be acknowledged on the next working day.

We are committed to providing exceptional support to ensure the seamless operation of your Snowflake Native App Connectors. If you have any questions or need further assistance, please do not hesitate to contact us. Email: support@nimbusintelligence.com

Thank you for choosing Nimbus Intelligence.

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