Our highest priority is making sure that you’re successful when using Nylas and scaling your business with the platform. If you ever need help, all customers have access to the Nylas Developer Forums. If you’ve signed a contract with us, you also have access to our Customer Support team.
Ask questions on the Nylas Forums New
Before you submit a question, search the forums to see if it’s been raised already. If it has been, you can join the conversation there.
We maintain a community forum where you can ask questions, share ideas, and post about your Nylas wins. Nylas employees review the topics regularly, and jump in to help with questions and troubleshooting activities. If you need help with your project, make a post on the forums with the following information:
- The problem you’re experiencing.
- Any errors you’re seeing.
- Any errors your users are seeing.
- Any affected code.
- The SDK and version you’re using.
- The troubleshooting steps you’ve taken so far.
Keep in mind that the Nylas Developer Forums are public. Be sure to redact any personally-identifiable information (Nylas application IDs, grant IDs, and so on) before you post.
Contact Nylas Support
Before you submit an issue, see if it’s been reported already on the Nylas Status page. You can also check the Nylas Developer Forums to see if someone’s found a resolution to the issue.
If you’ve signed a contract with us, you have access to Nylas Support to help troubleshoot and solve issues with your integration. You can submit an issue to us from the Nylas Dashboard anytime with the following information:
- The problem you’re experiencing.
- IDs of the affected grants.
- IDs of any affected objects.
- Timestamps, if applicable.
- Any errors you’re seeing.
- Any errors your users are seeing.
- Any affected code.
- The SDK and version you’re using.
- The troubleshooting steps you’ve taken so far.
Be sure to use the email domain associated with your production Nylas application when you submit an issue. This helps the Support team respond to you in a timely manner.
Nylas Support operates in the U.S. and E.U., and their response SLAs are calculated based on U.S. business hours: 10:00a.m. – 10:00p.m. Eastern Time (7:00a.m. – 7:00p.m. Pacific Time).
| Support | Basic support | Full support | Premium support |
|---|---|---|---|
| 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 business hours Tier 2: 4 business hours Tier 3: 8 business hours Tier 4: 12 business hours |
| Price | Included in your contract. | Contact us. | Contact us. |
Priority levels
Choosing an accurate priority level for your ticket helps the Support team triage issues for your organization. To include a priority level, prepend the subject line of your request with a tier or priority level.
Issues default to Tier 3/Normal if you don’t specify a priority level.
- Tier 1/Urgent: Your production system is down. Multiple users are experiencing widespread impact, and there’s no possible workaround.
- Tier 2/High: Your production system is impaired or significantly degraded for multiple users, or you have a time-sensitive question for us (for example, you need to resolve one final issue before a product release).
- Tier 3/Normal:
- You’re experiencing issues that impact a single user, but your overall production system is still running.
- You’re experiencing a minor performance degradation that’s noticeable, but not high impact.
- You’re receiving unclear or unexpected responses from the Nylas APIs.
- You have a general question about Nylas that must be answered to proceed with your business needs.
- Tier 4/Low: You’re experiencing issues that aren’t impairing normal business operations, but that warrant attention.