Support
Our highest priority is to ensure that you're successful when integrating and scaling your business on the Nylas platform. All Nylas customers on paid plans have unlimited access to our Basic support plan, defined below.
Follow the guidelines here to ensure your requests are triaged and responded to appropriately.
Contacting Support
💡 Before you submit an issue, check that is hasn't been reported already on the Nylas Status page.
You can submit an issue through our support form. Include the following information in your ticket:
- The problem you're experiencing.
- 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.
Use the email domain associated with your production Nylas application when submitting issues. This makes sure you get a timely response.
Checking your ticket status
You can see all support requests made from your organization by logging in to the Nylas Support portal, hosted by Zendesk. For more information, see Zendesk's official Tracking your organization's support requests documentation.
You can view tickets created by other users in your organization, comment on tickets, and view the status of each ticket. If you cannot see the other tickets that belong to your organization, submit an issue to let us know.
What does each status mean?
| 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
Support plans are included with all Nylas paid service packages. If you need a different support plan than what is included with your service package, contact your Nylas Sales representative.
📝 Note: Response times 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:).
⚠️ If you don't specify a priority level or tier, issues default to Tier 3/Normal.
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.