Getting Support

If you are unable to find an answer to a question within this Help system, there are a few other options for getting support. The fastest way to get a response is to use the email method and include all the detail possible about the issue.

Note: To avoid response time delays, only persons designated as Org Administrators should submit issues to Nexsure Support. When an issue is found, the first line of support is Nexsure Help. The second is the Org Administrator. If the Org Administrator cannot address the issue, the Org Administrator should then contact Nexsure Support.

Note: When submitting a support question, please provide us with information about the product, product version, OS, and browser version. This information can be collected by selecting Help / About Nexsure on the Utility menu.

Emailing Nexsure Support

When emailing Nexsure Support there are a few things we ask to expedite response time:

• Set email Theme or Background to “No Theme”. Using email backgrounds are time consuming to open, which delays response time.
• Use the email Support Request Form. Download this form and complete for submission to Support.
• When reporting issues, always include any print screens as follows:
• Print screens of the problem that occurred. Do not place the print screens in the body of the email. Paste print screens into a Microsoft® Word document and include the steps taken that produced the issue.
• Include the steps leading up to the problem in the document with the print screens.

Note: These attachments are important because emails cannot be attached to Nexsure Tickets used for tracking and repair.

• The following information is all that is required for Nexsure Support to bring a policy back from history: Client Name, Policy Number and PID. For more information about how to find the PID, please see the PID Information document.