Contact Support

Need help? Our support team is here to assist you with any questions or issues.

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Support Email

Email: support@signnxt.com

For:

• Technical issues
• Account questions
• Billing inquiries
• Feature requests
• Bug reports
• General questions

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Response Time Expectations

Standard Support (All Plans)

Response Time: Within 24 hours (business days)

Available For:

• Trial users
• Starter plan
• Professional plan

Coverage:

• Monday - Friday
• 9 AM - 6 PM (your timezone)
• Excluding public holidays

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Enterprise Support

Response Time: Within 4 hours (business hours)

Available For:

• Enterprise plan customers only

Coverage:

• Monday - Friday
• 9 AM - 6 PM (your timezone)
• Priority support queue
• Dedicated account manager
• Technical support team

Emergency Contact:

• Provided separately to Enterprise customers
• For business-critical issues only

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What to Include in Your Support Request

To help us assist you quickly, please include:

Required Information

1. Your Details:

• Your name
• Email address associated with account
• Company name (if applicable)

2. Issue Description:

• Clear description of the problem
• What you were trying to do
• What actually happened
• Error messages (if any)

3. Context:

• Workspace ID (if applicable)
• Document ID (if document-related)
• Template ID (if template-related)
• Campaign ID (if campaign-related)

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Helpful Additional Information

4. Steps to Reproduce:

• Step 1: What you did first
• Step 2: What you did next
• Step 3: When the issue occurred

5. Screenshots:

• Screenshot of error message
• Screenshot of issue
• Screenshot of relevant settings

6. Technical Details:

• Browser (Chrome, Firefox, Safari, Edge)
• Browser version
• Operating system (Windows, Mac, Linux)
• Device type (desktop, mobile, tablet)

7. What You've Tried:

• Troubleshooting steps already attempted
• Whether issue persists in different browser
• Whether issue occurs on different device

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Example Support Request

Good Example ✅

Subject: PDF Not Loading - Document ID: abc-123

Hi Support Team,

I'm unable to load a PDF document in my workspace.

Details:
- Name: John Smith
- Email: john@example.com
- Workspace ID: ws-456
- Document ID: abc-123

Issue:
When I try to open the document, I see "Failed to load PDF" error.
This started happening today around 2 PM.

What I've tried:
- Refreshed the page (F5)
- Cleared browser cache
- Tried in Chrome and Firefox
- Checked internet connection (working fine)

The issue persists in both browsers.

Browser: Chrome 120
OS: Windows 11

Screenshot attached showing the error message.

Please help!

Thanks,
John

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Poor Example ❌

Subject: Help

Hi,

My document doesn't work. Please fix it.

Thanks

Why this is poor:

• No specific details
• No document ID
• No description of issue
• No contact information
• No troubleshooting attempted

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Common Support Topics

Technical Issues

Examples:

• PDF not loading
• Email not received
• Signature not saving
• Fields not appearing
• Login problems
• Performance issues

What to Include:

• Detailed error description
• Screenshots
• Browser and OS
• Steps to reproduce

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Account & Billing

Examples:

• Upgrade questions
• Payment issues
• Invoice requests
• Subscription changes
• Refund requests
• Plan comparisons

What to Include:

• Account email
• Workspace ID
• Billing question details
• Invoice number (if applicable)

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Feature Requests

Examples:

• New feature suggestions
• Workflow improvements
• Integration requests
• UI/UX feedback

What to Include:

• Detailed description of feature
• Use case explanation
• How it would help you
• Priority level

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Bug Reports

Examples:

• Unexpected behavior
• Error messages
• Data inconsistencies
• UI glitches

What to Include:

• Detailed bug description
• Steps to reproduce
• Expected vs actual behavior
• Screenshots or screen recording
• Browser console errors (if technical)

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GDPR & Privacy Requests

Examples:

• Data export request
• Account deletion request
• Data anonymization
• Privacy questions

What to Include:

• Full name
• Email address
• Workspace ID
• Specific request type
• Verification information

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Enterprise Inquiries

Examples:

• API access
• Custom pricing
• Enterprise features
• SLA requirements
• Custom integrations

What to Include:

• Company name
• Current plan (if applicable)
• Use case description
• Expected volume
• Timeline requirements

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Support Hours

Standard Hours

Monday - Friday:

• 9:00 AM - 6:00 PM (your timezone)

Weekend:

• Limited support
• Emergency issues only (Enterprise)

Public Holidays:

• Support unavailable
• Responses resume next business day

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After Hours

For Standard Customers:

• Submit request anytime
• Response within 24 business hours
• Urgent issues addressed first

For Enterprise Customers:

• Emergency contact available
• Business-critical issues only
• Provided separately upon signup

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What to Expect

Initial Response

We will:

• Acknowledge your request
• Confirm we're investigating
• Ask for additional information (if needed)
• Provide estimated resolution time

Timeline:

• Standard: Within 24 hours
• Enterprise: Within 4 hours

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Resolution Process

Simple Issues:

• Quick fix or guidance provided
• Resolved in first response
• Follow-up to confirm resolution

Complex Issues:

• Investigation required
• May need to escalate to technical team
• Regular updates provided
• Resolution timeline communicated

Bug Reports:

• Confirmed and logged
• Prioritized for development
• Fix included in future update
• Notification when resolved

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Tips for Faster Support

Do's ✅

• ✅ Check documentation first
• ✅ Try troubleshooting steps
• ✅ Provide detailed information
• ✅ Include screenshots
• ✅ Be specific about the issue
• ✅ Include relevant IDs
• ✅ Be patient and polite

Don'ts ❌

• ❌ Send multiple emails for same issue
• ❌ Use ALL CAPS or excessive punctuation
• ❌ Provide incomplete information
• ❌ Expect instant responses
• ❌ Be rude or demanding
• ❌ Send sensitive data (passwords, credit cards)

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Alternative Resources

Before Contacting Support

1. Documentation

• Browse complete user guide
• Search for your topic
• Follow step-by-step guides

2. Common Issues

• Check troubleshooting guide
• Try suggested solutions
• See if others had same issue

3. FAQ

• Quick answers to common questions
• Organized by category
• Regularly updated

4. Video Tutorials (if available)

• Visual step-by-step guides
• Learn by watching
• Pause and replay as needed

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Feedback & Suggestions

We love hearing from our users!

Share Your Feedback:

• Feature suggestions
• UI/UX improvements
• Workflow ideas
• Integration requests

Email: support@signnxt.com
Subject: "Feature Request" or "Feedback"

We Review:

• All feedback carefully
• Prioritize based on user needs
• Implement popular requests
• Notify you when implemented

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Emergency Contact (Enterprise Only)

For business-critical issues affecting Enterprise customers:

Availability:

• Provided separately to Enterprise customers
• For emergencies only
• 24/7 availability
• Immediate response

What Qualifies as Emergency:

• Complete service outage
• Data loss or corruption
• Security breach
• Critical business impact

Not Emergencies:

• General questions
• Feature requests
• Training needs
• Non-urgent issues

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Contact Information Summary

General Support:

• Email: support@signnxt.com
• Response: 24 hours (Standard), 4 hours (Enterprise)
• Hours: Monday-Friday, 9 AM - 6 PM

Sales Inquiries:

• Email: support@signnxt.com
• Subject: "Sales Inquiry" or "Enterprise Inquiry"

GDPR Requests:

• Email: support@signnxt.com
• Subject: "GDPR Request - [Request Type]"

Bug Reports:

• Email: support@signnxt.com
• Subject: "Bug Report - [Brief Description]"

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