To create or log a support request you may call or email NetSimplicity Technical Support:
Hours: Monday-Friday, 9 a.m.–7 p.m. (Central)
Phone: 866.481.3444 (toll-free US/Canada) or 571.730.5309
Fax: 604.448.1975
Email: support@netsimplicity.com
Emails and phone calls are queued in the order they are received. Response times depend on the severity level of the issue (see below).
When submitting an issue, please provide the following required information:
- For the subject line of your email:
For new requests: Include a brief description of the problem in the subject line of your email for routing purposes.
For open tickets: include the ticket number of your existing request. - Company name
- Your name
- Phone number (including extension)
- Email address
- NetSimplicity product name and product version number.
- Detailed description of the problem, including any steps required to reproduce the problem in the body of the email.
How Support Requests Are Tracked
For each specific support request, NetSimplicity Technical Support creates a ticket and assigns a ticket number. If you call or email with several different issues, each issue will receive its own ticket number. Be sure to make a note of the ticket number and provide it on any subsequent contacts regarding the issue.
Severity Levels
The table below outlines the different severity levels that NetSimplicity Technical Support uses to prioritize and resolve support requests. NetSimplicity Technical Support will use the detailed description of your issue to assign the appropriate severity level. Please review the table below to determine the expected response time per each of your reported issues.
| Severity Level | Description | Recommended Contact Method | Response Times (Business Hours) |
| 1 | • System is inoperable - not functioning • Data is lost |
Phone |
Premium Support = Immediate to 1 hour Standard Support = Immediate to 2 hours |
| 2 | • Business impact is high • Workflow proceeding but in an impaired fashion • Workarounds are available |
Email or Phone |
Premium Support (Phone) = 1 hour Standard Support (Web) = 4 to 8 hours |
| 3 | • Issue does not have a significant impact on current productivity • Enhancement request |
Premium Support (Phone) = 1 to 2 hours Standard Support (Web) = 4 to 16 hours |
These are targeted case response times and not resolution times. Targeted response times apply only to cases submitted during posted support hours.
IMPORTANT: For severity level 1, it is strongly recommended that you phone technical support. For issues submitted to technical support via the website or email, we will respond either by email or phone within the timeframes designated for Severity 2 or 3 issues.