If you have reached here looking for Technical Support on any of our various Security Solutions , then we advise that you please follow the following procedure to ensure Prompt Service from our Technical Assistance Center (TAC):
N&N's Customer Service and Support uses a multi-tier support model for processing and resolving reported problems and issues. This page provides information about what you can expect when calling our customer service centre.
Collection of information: When you call our customer service centre, our customer service representative will answer your call and will ask for the following information:
Contact information including company name, your name, telephone number and e-mail address. If the issue in any way involves licensing, you will be asked for the certificate key(s).
Description of the Software version number and patch level (include which service packs or patches have been applied).
Detailed description of the problem or issue including any symptoms noted, patterns, specific error messages, what was changed or added or moved prior to the occurrence and what you have tried.
A support ticket will be opened detailing your problem.
N&N's ticketing process
Our customer service centre has a defined ticketing system. Every question is assigned a unique ticket number regardless of whether it is solved immediately or is escalated to a security engineer. Here's what you can expect when you call:
Assigning a ticket number to your question. After gathering the details relevant to the question or issue, as listed in the previous section, a ticket is opened and a number is assigned. This ticket number is used to track the issue from initial contact to final resolution.
A confirming e-mail. The customer service representative sends you an e-mail detailing: The ticket number to which you can refer if the need arises for you to call us again regarding this problem. A short description of the problem.
Status reports. If more investigation is required and we are unable to resolve your ticket right away, we will keep you up to date on our progress as we continue to work on resolving your issue. Status reports are sent every two days, at a minimum.
Closing your ticket. When your ticket is resolved, either immediately over the phone or by e-mail, or by the engineer to whom your ticket has been escalated, an e-mail is sent to you summarizing the issue and the resolution.
Closing resolved tickets. If your ticket is escalated to our engineers, once it is resolved we will contact you to give you the details of the solution, and ensure everything is now working. Attempts will be made to contact you by phone over 3 business days, and an e-mail will also be sent to you each of those 3 days. If by the end of the 3 business days we have been unable to reach you, the ticket will be closed.
N&N's escalation process
Many of your questions will be answered by our certified customer service representatives. Should they be unable to resolve your question immediately, N&N has a defined escalation process that ensures efficient resolution of your ticket. Here is the process we follow:
1. Immediate resolution. If the problem is resolved within 30 minutes, the customer service representative closes the ticket.
2. Escalation to 2nd level support. If the problem is not resolved within 1 hour, the customer service representative will escalate the ticket to 2nd level support. When the issue is resolved, the customer service representative or 2nd level support discusses the solution with you and closes the ticket.
3. Escalation to security specialist. If the problem is not resolved by 2nd level, a security specialist is consulted. When the issue is resolved, the customer service representative or the specialist discusses the solution with you and closes the ticket. At times the security specialists will consult with our vendors or our Director of Advanced Technology to resolve the issue.
4. Troubleshooting solutions. Sometimes troubleshooting in our lab environment is required in order to recreate the problem and determine the best resolution. If the ticket is not resolved within two days, regular status reports are sent to you.
5. Access to product development teams. Our relationships with our vendors give us access to the manufacturers' product development teams. In cases where we are unable to resolve your issue, we consult with the manufacturer. You are sent regular status reports.