Purpose
The purpose and main responsibility of the Nexus Link support organization (below sometimes referenced as "the support", "the support team" or "support staff") is
- To ensure that our Nexus Link Services are available and well functioning at all times.
- To respond and communicate quickly and professionally to any customer issues.
Organization
The support team currently (June 2020) consists of all developers at XLENT Link.
We have ongoing outsourcing discussions with other XLENT business units and external actors, to be able to scale in case the number of issues increases or if our customers demand 24/7 availability.
How to contact the support
You can email the support at support@xlentnexuslink.freshdesk.com or, if you have a Freshdesk account, you can register your issue directly in the web portal.
Our service levels (SLA), opening hours, response times, etc differ between customers. The basic level, which is included in the basic license tier, is described here.