Support is included with your initial purchase fee and tailored to your company’s individual needs. If the level of support you require changes over time, we will be on-hand to adjust your pre-established support arrangements.

Nevalee has a customer focused service desk solution. This can be used to email a support request or monitor progress through a portal. Support is available to anyone within your organisation and all support cases are given a unique identifying number.

Support is broken down into 4 categories:

Critical - Software or Application is inoperable, or a core function is unavailable.

Serious - A Core function of the software or application is significantly impaired. 

Moderate - A core function has a minor impairment, or a non-core function is significantly impaired. 

Minor - Any impairment not falling into the above categories or any cosmetic issues.

To log a critical or serious issue, our support team is available: 09:00 to 17:30, Monday-Friday. Please call 01903 331711 to access this support. 

To log a moderate or minor issue at any time, you can either email us at support@nevalee.biz or use the service desk portal.

1 - In the subject of the email, please briefly summarise your issue. Please include the application name and the process or screen that is causing the issue. 

2- In the body of your email, please give additional details of:

• The screen that you are on
• What you were doing when the issue occurred
• What happened that you didn’t expect or, 
• What didn’t happen that was meant to
• When approximately your problem occurred

If possible, please attach a screenshot that helps explain the issue, to your email

3- Please note: vague messages will be replied to with a request for more detail and will delay our response time, thus extending the time you are unable to work effectively.