Support

Most questions get answered faster when they arrive in the right place with the right detail. This page covers both.

Work out which kind of question you have

Kind	Looks like	Goes to
Learning	“What is a facultative slip?”, “When does IFRS 16 require a discount rate to be revised?”	This hub — start with the product’s Key concepts page, or the Glossary
Access	“I cannot sign in”, “A new joiner needs an account”	Your organisation’s product administrator first — see Getting access
Configuration	“Our exemption threshold is wrong”, “This channel is missing from the product catalogue”	Your internal product owner; they escalate to Nextera if it needs a change beyond configuration
Defect	The product produces a wrong number, an error, or a blank screen	Nextera support, with the detail below
Change request	“We need a new report”, “We need to integrate with X”	Your Nextera account contact — this is scoped work, not support
Accounting or audit judgement	“Is this contract a lease?”, “Is this deficiency significant?”	Your own finance leadership and external auditor. Nextera builds the system; the position is yours

That last row matters. Nothing on this site, and nothing said by a support engineer, is accounting, legal, actuarial or audit advice.

What to include in a defect report

A report with these six things can usually be diagnosed without a call. A report without them almost always needs one:

1. Which product and which environment, with the exact address you were using.
2. What you were trying to do, in business terms — “post the July depreciation run for the Surabaya entity”, not “click the button”.
3. What you expected, and what happened instead. If a number is wrong, give both numbers.
4. A precise identifier — the contract, policy, treaty, audit, control or period reference. Not a screenshot of a list.
5. When it happened, with the time zone, and whether it is reproducible.
6. Who is affected — one user, one team, or everyone.

Include a screenshot if it helps, but never send credentials, and be careful with screenshots containing customer or employee personal data.

Severity, honestly assessed

Support queues work when severity means something. A reasonable rule of thumb:

• Critical — the product is unavailable, or is producing wrong figures that have already been reported externally. Nobody can work around it.
• High — a core process is blocked for a team, and a statutory or regulatory deadline is at risk.
• Medium — something is wrong but there is a workaround, or the deadline is far enough away to absorb it.
• Low — cosmetic, or a question.

Marking everything critical does not make anything faster; it only makes the genuinely critical harder to see.

Nextera support channels

SME input needed

This section will list the actual support channels — how to raise a ticket, the addresses or portal, operating hours and the escalation path. It is intentionally empty rather than guessed.

Nextera support operations needs to confirm:

1. Channel. Is there a ticketing portal, a support email address, or both? What is the URL?
2. Who may raise a ticket — any user, or only named contacts at the customer?
3. Hours of cover, and the time zone. Is there any out-of-hours cover, and how is it reached?
4. Response and resolution targets by severity, and whether these are contractual SLAs or internal targets.
5. Escalation path — who to contact when a ticket is not moving, and after how long.
6. Status page. Is there a public page for planned maintenance and incidents?
7. Release and maintenance windows, and how customers are notified.

Owner: unassigned · Target: TBD · Blocks: publication of this section

In the meantime, route support requests through your existing Nextera account contact, or via the contact details on nextera.id.

Improving these pages

If something in this hub is wrong, unclear, or missing, that is worth reporting too — with the page URL and what you expected it to say. Pages carrying an SME badge are already known to be incomplete in the section marked by the notice.