If you're reading this, then you're already in the right place.
This knowledge base contains a wealth of useful information to help get you started using Nexd Campaign Manager, as well as how to overcome some of the most common issues.
Contacting NEXD Support
Email [email protected], live chat on our homepage, within the NEXD Campaign Manager and through the Support Center.
When do we respond fastest?
Nexd’s main working hours are between 09:00 – 17:00 EET (02:00 - 10:00 ET, 16:00 - 00:00 JST), Monday through Friday.
Outside of these hours responses may be a bit slower, but all our systems are monitored 24/7/365.
Our request to our customers
When you have a technical question, it's best to email [email protected] or ask us via chat. That ensures that your request gets logged properly and we can track feedback and resolution times. If you've having a problem,it's helpful to have at least part of the below information - the more you're able to share the faster we're able to help you resolve the issue!
- Description of the issue (what looks strange or is not working) and steps you've already taken
- Campaign name and link
- Final tag used (if the campaign is already published)
- Test link from client's platform, if applicable
- Screenshots
- Device tested on
- Browser
- OS
How we handle your questions
- Every request is registered as a ticket in our system, and the clock starts ticking against our SLA goal
- Requests received via email to [email protected] will receive an automated response upon receipt
- All incoming messages get a reply from our Support Specialist within 5 business hours, confirming that we have received your request
- Our Customer Support team evaluates the ticket based on the information provided
- If possible, Nexd Customer Support will provide you with an answer right away
- In some cases, our Customer Support team may need to ask you further questions to help fully understand the issue
- If we determine that there is an issue within NEXD’s systems that is causing your issue, we will provide you with an ETA for when we expect it to be fixed
- All tickets are checked regularly, we will contact you when there's an update
- Your support ticket is closed only once you have confirmed that the issue is resolved (We will follow-up with you 3 days after the issue has been resolved our end. If we don't receive a response after 24 hours, your ticket will be automatically closed)
- Finally, our support ticketing system sends an automated NPS (Net Promoter Score) email to you to help us evaluate your support experience. You will receive no more than 1 NPS email within a 60-day period.