Elevating Customer Experience Through Dedicated Service and Comprehensive Solutions
At Nimbello we pride ourselves on delivering exceptional customer support to ensure that your experience is as seamless as possible. Our dedicated team is committed to addressing your inquiries, providing assistance, and resolving any issues you may encounter.
Service Hours
Our support team is staffed Monday to Friday 8am ET to 5pm ET.
After-Hours Emergency support is available for qualified inquiries.
Nimbello Holiday Schedule
At Nimbello, we value work-life balance. Our standard customer support service is not available on observed holidays. While we strive to assist you promptly during regular service hours, please note that on recognized holidays, our team will be unavailable. Nimbello observes the following holidays:
- New Year’s Day
- Martin Luther King Jr. Day
- Presidents Day
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving
- Day after Thanksgiving
- Christmas Eve
- Christmas Day
Support Channels
Nimbello offers multiple channels for you to get in touch with our support team:
Knowledge Base
Our knowledge base is available at Support.Nimbello.com and contains a variety of articles to help optimize your use of our software.
Email Support
Send us an email at Support@nimbello.com detailing your query or concern, and our team will respond to you as quickly as possible.
Phone Support
You can call our toll-free number (1 888-900-7120) and select option 2 to speak directly with a customer support representative during standard business hours.
Types of Support
Our customer support team is equipped to assist you with a wide range of inquiries and issues, including but not limited to:
- Help with Nimbello software.
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- Login
- Optimal usage
- Reporting
- Permissions
- Etc.
- System issues
- Bugs
- Access issues
- Feature requests
- Invoice / PO questions
Escalations
Our support team has access to internal escalation channels for inquiries that are of higher complexity or require input from our technical teams. Should your inquiry require additional support, rest assured that it will be routed to the appropriate internal resources.
After-Hours Emergency
During weekends, evenings and observed holidays, Nimbello provides after-hours emergency support for inquiries that meet the following criteria:
- System down > Nimbello cannot be accessed at all.
- Limited system access > Multiple users cannot access or login to Nimbello.
- Integration failing > If Nimbello is responsible for an integration issue.
- Ready to Export is Empty > Zero invoices are making it to Ready to Export
- We can't do a Check Run > Due to Nimbello system failures, we CANNOT pay our vendors
If it is determined that your inquiry does not meet the required criteria, your inquiry will be sent to Support@nimbello.com and handled by the support team during standard business hours.
You can use our After-Hours Emergency Form to report an emergency.
Ticket Categories
Nimbello leverages the following definitions to categorize customer requests:
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Customization Request > A request from a customer that would require a code modification that only impacts an individual customer site/instance.
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Feature Request > A request from a customer that would require a code modification that would impact/benefit multiple customers.
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Configuration Request > A request from a customer that can be completed within their site/instance without code, typically through a configuration interface.
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Integration Request > A request from a customer to modify or repair data that is imported or exported to and from Nimbello.
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Bug > When something is not functioning as the customer expects. May be ultimately identified as a bug or intended functionality. Excludes net new requests, or additional functionality requests.
Limitations
While we strive to offer comprehensive support to our customers, it's important to note some limitations:
Service Hours
Our customer support team operates during the specified hours mentioned above. Outside of these hours, you can leave us a message or send an email, and we will address your inquiry during the next available business day.
Response Time
While we aim to respond to all inquiries promptly, response times may vary depending on the volume of queries we receive.
Complex Issues
Some inquiries or technical issues may require additional time to investigate and resolve. In such cases, we appreciate your patience and understanding as we work diligently to find a solution.