Nylas’ highest priority is to ensure that you’re successful when using the Nylas platform and scaling your business with it. All customers on paid plans have unlimited access to the Basic support tier.
This page describes how to contact the Nylas Support team, and what information to include in your requests to ensure they’re triaged and responded to appropriately.
Contacting Nylas Support
Before you submit an issue, see if it’s been reported already on the Nylas Status page.
To contact the Nylas Support team, submit an issue using the support form. Be sure to include the following information in your request:
- The version of Nylas you’re using.
- The problem you’re experiencing.
- IDs of the affected grants.
- IDs of the affected messages, if applicable.
- Timestamps, if applicable.
- Any errors you’re seeing.
- Any errors your end user is seeing.
- Any affected code, if applicable.
- The troubleshooting steps you’ve taken so far.
Be sure to use the email domain associated with your production Nylas application when you submit issues. This helps the team respond to you in a timely manner.
Checking the status of your ticket
You can see all of the support requests made by members of your organization by logging in to the Nylas Support portal, hosted by Zendesk. For more information, see the official Zendesk documentation.
You can view tickets created by other users in your organization, comment on tickets, and view the status of each ticket. If you can’t see the other tickets that belong to your organization, submit a ticket to let us know.
What does each status mean?
Each ticket has an associated status showing how far along it is in the support process.
| Status | Meaning |
|---|---|
| Open | The ticket has been reviewed and requires action from Nylas. |
| Pending | Nylas is waiting on a response from you or your customer for more information. |
| Solved | The ticket is solved, but replying can re-open the ticket. |
| Closed | The ticket is solved. If you add responses they create a new ticket. |
Support plans
Nylas includes support plans with all paid service packages. If you need a different support plan than the one included with your service package, contact your Nylas Sales representative.
Response timelines apply during U.S. business hours only: 10:00a.m. – 10:00p.m. Eastern Time (7:00a.m. – 7:00p.m. Pacific Time).
| Support | Basic Support | Full | Premium |
|---|---|---|---|
| Documentation and SDKs | ☑️ | ☑️ | ☑️ |
| Support channels | Email only | Email only | Email, phone |
| Initial response | Best effort | Tier 1: 4 business hours Tier 2: 8 business hours Tier 3: 12 business hours Tier 4: 24 business hours | Tier 1: 2 hours, with phone escalation access Tier 2: 4 business hours Tier 3: 8 business hours Tier 4: 12 business hours |
| Price | Contact us | Contact us | Contact us |
Priority levels
Choosing an accurate priority level for your ticket helps us prioritize issues for your organization. To include a priority level, prepend the subject line of your support request with a tier (Tier 1, Tier 2, Tier 3, or Tier 4) or priority level (Urgent:, High:, Normal:, Low:).
Issues default to Tier 3/Normal if you don’t specify a tier or priority level.
Tier 1 or Urgent
Your production system is down. Multiple end users are experiencing widespread impact, and there is no possible workaround.
Tier 2 or High
- Your production system is impaired or significantly degraded for more than one end user (for example, you’re experiencing significant performance delays in any one of the Nylas tools).
- The updated priority for an Urgent issue after a workaround has been identified and provided.
- You have a time-sensitive question for us (for example, you need to resolve one final issue before a product release).
Tier 3 or Normal
- You’re experiencing issues that impact a single end user, but your overall production system is still running.
- You’re experiencing a minor performance degradation that is noticeable but not high-impact, or unclear or unexpected API responses.
- You have a general question about the Nylas services or documentation that must be answered to proceed with your business needs.
Tier 4 or Low
You’re experiencing issues that are not impairing normal business operations, but that warrant attention.