Customer support
Responsive support, for everyone.
Dedicated support for your most strategic challenges.
Experts who know your solutions and your business, available when you need them, across all Nomadia products.
- 24/7 customer portal
- Priority-based SLAs
- Structured escalation
- All Nomadia solutions
Expert support, tailored to your solution
Support channels vary depending on your product. Your Nomadia contact will direct you to the most appropriate support channel.
Customer portal
Create and track your tickets and access our knowledge base at any time.
Handled Mon–Fri, 9 a.m.–6 p.m.Phone support
Support run by experts who know your products and your business.
Mon–Fri, 9 a.m.–6 p.m.From qualification to resolution, by our experts
Every request is handled by our teams: qualified, then processed, and escalated according to its actual criticality.
An assistant to qualify and route your requests
On some of our products, a conversational assistant helps qualify your request and route it to the right contact, drawing on our knowledge base. It is already available on some solutions and being rolled out on the others.
Qualifying your request
A qualification agent analyzes your request, categorizes it and determines its processing priority.
Processing & resolution
A support agent handles the resolution, backed by solution specialists for the most complex cases.
Structured escalation
Depending on criticality, your request reaches the right expert with no time lost.
Dedicated support
For customers with strategic stakes, a dedicated contact follows your account over the long term.
Clear commitments on our response times
Priority combines the urgency and impact you report, which are then validated by our support agent.
The times shown refer to the acknowledgment of your request and apply during support opening hours (Monday to Friday, 9 a.m. to 6 p.m., excluding public holidays).
A structured organization for reliable answers
Our support relies on defined roles, recognized frameworks and continuously audited processes.
Quality Manager
A dedicated manager continuously oversees support quality and service improvement.
Knowledge Manager
A dedicated manager structures and enriches the knowledge base, following the KCS V6 framework.
ITIL V4, KCS V6 & ISO 9001
ITIL V4-certified managers and process manager, with processes documented according to KCS V6 and ISO 9001 principles.
Accessible documentation
A structured knowledge base, accessible to customers and teams alike, at any time.
Proactive monitoring
Active monitoring to anticipate incidents before they affect you.
Business continuity plan
Your services are redundant to ensure their continuity.
Our ambition to go further
Proactive communication at every stage of your request's processing.
Continuous enrichment of the knowledge base.
Gradual integration of artificial intelligence to speed up resolution.
A consultant for your most demanding solutions
For customers whose solutions require in-depth expertise, the AMS offer provides a dedicated Customer Success consultant who manages your requests and supports the continuous optimization of your solution.
A CSM consultant for your account, on additional days.
Management & follow-up of requests: coordination, prioritization, reporting.
Optimization of configuration and support with new developments.
Extended hours & on-call service subject to contractual terms.
Designed for solutions that require advanced expertise.
Two complementary services
Support handles your day-to-day requests; customer success stays with you over the long term.
Support
Day-to-day assistanceA question, an incident or need help using your solution? Support handles both your routine and complex requests.
Customer success
A long-term relationshipFrom scoping your project to rollout and change management, our teams support you at every step.
Discover how we support you →Still have questions?
Channels, scope, response times: answers to the questions we're asked most often.
Our team is here for you
Support channels vary depending on your solution and your contract.
Use your usual channel
Your support channel was shared with you at the start of your project, or you can contact your Nomadia representative directly.
Talk to an expert
A question about our products or a project to scope? Our teams are here to help.
