Support
As a Nylas customer, it is our utmost priority that you have success integrating and scaling your business on our platform. All Nylas customers have free access to our Basic support plan, defined below.
In order to receive timely support, please follow the guidelines listed here to ensure your requests are triaged and responded to appropriately.
Contacting Support
Before submitting your issue, please make sure we haven't reported the issue first at https://status.nylas.com.
You can submit an issue with our support team.
We need your help to get all the information we need to troubleshoot your issues as quickly as possible. Please including the following details in your ticket:
- Account-ID
- Message-ID (if applicable)
- Timestamps (if applicable)
- Any errors you're seeing
- Any errors your end-user is seeing
- Include any code (if applicable)
- Any troubleshooting you've done so far
Send from your company domain
Please make sure you submit support issues from the domain associated with your production Nylas application. This will ensure your issues are appropriately triaged on our end.
Checking Status of Ongoing Tickets
You can view all support requests that have been made from your organization with Nylas. To view it, just login to your Nylas Zendesk account.
Review the official Zendesk docs to learn how to find your organization's tickets.
Your support agents can view tickets owned by other users, comment, and view the status of each ticket. If you find this not to be the case, we probably need to update some settings on our end for your organization. Please reach out to us to let us know.
Here is a key for the meaning of ticket statuses:
| 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 an unable to be re-opened. If you follow up a new ticket will be created. |
Support Plans
Support plans are included with all service packages. If you'd like a higher support plan than what is included with your service package, please reach out to our Sales team.
Response times apply during US business hours of 10 AM - 10 PM Eastern Time (7 AM - 7 PM Pacific Time).
| Support | Basic Support | Full | Premium |
|---|---|---|---|
| Documentation & SDKs | ✔ | ✔ | ✔ |
| Support Channels | Email Only | Email Only | Email, Phone |
| Initial Response | Best effort | Tier 1: 4 business hours Tier 2: 4 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 helps our support team prioritize issues for your organization. To include a priority when submitting a ticket, please prepend the subject line of your email to support@nylas.com with Tier 1, Tier 2, Tier 3, or Tier 4. Alternatively, you can also use Urgent:, High:, Normal:, Low:.
Tier 1 or Urgent:
Your production system is down. Widespread impact for multiple end-users and no workaround is possible.
Tier 2 or High:
Your production system is impaired or degraded in a significant way, for more than 1 end-user. Examples include significant performance delays in any one of the Nylas tools. This is also the appropriate Priority for an Urgent issue once a workaround has been identified & provided.
This Priority is also appropriate if you have a question that is time-sensitive, such as if you need to resolve one final issue prior to a product release.
Tier 3 or Normal:
You have issues impacting a single end-user, but your overall production system is still performing. This would also include minor performance degradation that is noticeable but not high-impact, or unclear or unexpected API responses.
This is also the appropriate Priority for issues in staging or development environments.
This Priority is also appropriate if you have any general question about our service or documentation that you need answered to go forward with your business needs.
Tier 4 or Low:
An issue that is not impairing normal business operations, but warrants attention.
Failure to Specify Tier
If not specified, issues default to Tier 3.