Welcome to the Nliven Knowledge Base!
Our Knowledge Base serves as a Help Center for our Clients, System Integrators, and Partners to dive into and get support on all things Nliven.
You may be asking yourself, what happens next? Where do I go with issues, bugs, etc? Because unfortunately when dealing with technology, we know questions and issues are bound to come up.
This page will serve as your directory inside Nliven Support: who to contact for what and when. You can follow this page by clicking the follow button in the top right-hand corner - that way you will never miss important updates.
How to Setup a Help Center Account
Most of Nliven's Help Center options require a login, so be sure you are logged into the Help Center at all times to access all resources available. To set up your account, click 'Sign In' in the top right hand corner of the Help Center, then 'Sign Up' next to 'New to Nliven?'.
Enter your full name, as well as the email address from your organization and click 'Sign Up'. This will send you a link to set your password and provide you access.
How to Access the Help Center
You can easily access the Nliven Help Center via direct link or by clicking "Help Center" from the bottom of the Nliven app navigation menu.
Main Features
- Getting Started with Nliven: Dive into how to get the most of the Help Center and set up for success on your ticketing journey with Nliven
- Knowledge: Explore our Help Center articles. Important - Ensure you log in first as the majority of our articles require authentication to access.
- Community: Begin or join discussions with other users/staff. Be sure and 'Follow' topics to ensure you receive updates when other users post questions.
- Troubleshooting: Find quick answers to frequently asked questions
- Submit a Request: Submit a support request, and a Ticketing Services team member will assist you soon according to our SLA
How to File a Support Request
What Happens to my Request?
Glad you asked! Our Ticketing Services team members do their best to triage tickets as quickly as they come in. You can learn more about our process and Service Level Agreement in this Help Center article.
We have additional alerts in place for Urgent or High Priority requests that are business-impacting. The "Prioritization of Issues" table at the bottom of the Nliven Support Request Process article details how items are categorized and prioritized.
Urgent or High Priority
Incidents that are categorized as Urgent or High Priority are those where ticket sales, brand identity, guest experience and/or security are affected, as detailed in the "Prioritization of Issues" table at the bottom of the Nliven Support Request Process article. All other incidents will be normal or low priority.
- Submit a support request with either "Urgent-Priority" or "High-Priority" followed by a short issue description in the subject line. Using email is the FASTEST way to get support.
- If no email response is received within the designated "Initial Response Time" above, please call our US customer service number: 844-830-9595
Normal or Low Priority
- Submit a support request with either NORMAL or LOW in the subject line.
Never Miss an Update!🎉
To streamline communications and provide you with a centralized resource, we have introduced the Nliven Change Log in the Community Section of the Nliven Help Center. The Nliven Change Log has replaced the Release Notes previously sent via email, serving as your primary resource for regular updates.
Email notifications will still be used for major features and critical announcements.
Here is how you can stay informed:
- Visit the Change Log page in the Community section of the Help Center.
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Click "Follow" to receive notifications about new posts and updates.
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