General Support Contacts & Response Times
Nimonik Support Email: support@nimonik.com
Support Phone Number: +1-888-608-7511, Line 2
- Nimonik’s Customer Success team handles emails sent & calls made to our support lines
- Response times are within two hours during business hours (Monday to Friday 9 am to 5 pm EST)
- Inquiries may be made in English or French
- For direct questions, you may always reach out to your Nimonik Account Manager
- Outside of business hours, you can find additional information, resources, or guidance about Nimonik on our Support Portal.
- You can also ask our Support Chatbot, located in the bottom right corner of our Support Portal.
- For additional information or guidance about Document Center, please visit the Document Center Website.
Nimonik Software Issue Resolution Timeframes
- The response and resolution times for issues affecting Nimonik’s software system availability are based on the issue’s severity, as follows:
System Down. The Hosted Service is experiencing an unplanned interruption or reduction in quality of Services or a critical interface has failed. Response and communication time: within 15 minutes. Resolution Time: 2 hours
Restricted Operation. The majority of the Hosted Service is not usable or otherwise inoperable. Response and communication: within 3 hours. Resolution Time: 5 hours
Material Impact. A minority of the Hosted Service is not usable. Significant features are not available or not working in accordance with the terms of this Contract. Response and communication: within 3 hours. Resolution Time: 5 hours
Minimal Impact. An immaterial or non-critical feature of the Hosted Service is not working, malfunctioning or causing errors. Response and communication: within 5 business days. Resolution Time: 1 month
