General

What is the Care365 Support Portal?

​​​Care365 is Nexer’s customer support portal for raising and tracking support tickets related to Microsoft 365, Dynamics 365, Business Central, Customer Engagement and Power Platform solutions.

It allows authorized users to create new tickets, monitor progress, and collaborate securely with Nexer’s support team. Care365 is Nexer’s customer support portal for raising and tracking support tickets related to Microsoft 365, Dynamics 365, Business Central, Customer Engagement and Power Platform solutions.

It allows authorized users to create new tickets, monitor progress, and collaborate securely with Nexer’s support team.

Which languages are supported?

The portal supports English, Swedish, and Portuguese. Use the language selector at the top of the page to switch languages.

Is there a mobile app?

There is no separate app, but the portal is responsive and works in your mobile browser.There is no separate app, but the portal is fully responsive and works in your mobile browser.

What are your support hours and response SLAs?

Support hours and SLA targets follow your Care365 agreement. Please confirm the exact operating hours and response times with your Nexer contact.

How do I contact Nexer for other questions?

Click Contact Nexer in the portal menu. If your agreement includes phone support, the number and hours will be listed there.

Portal Access

How do I sign in?

Use your organization’s account credentials. If you cannot sign in or do not see options like Create Ticket or View Tickets, contact your Nexer representative to request access.

I can't log in - Who do I contact?

​​​1. Reach out to your company responsible
2. Use Contact Nexer and provide your company name, role, and reason for access.
3. Nexer will validate and assign the correct permissions.

Who is allowed to create tickets?

Only authorized users can create tickets. You can also raise a ticket on behalf of a colleague if they have restricted access.

I am not allowed to create tickets - Who do I contact?

1. Reach out to your company responsible
2. Use Contact Nexer and provide your company name, role, and reason for access.
3. Nexer will validate and assign the correct permissions.

Creating a ticket

How do I create a new ticket?

Click Create Ticket in the top navigation, fill in the required details, attach any relevant files, and submit. You will receive an email confirmation with your ticket ID.

What information should I include?

Provide a clear summary, detailed description, steps to reproduce the issue, expected vs. actual results, environment (example Production/Test), and business impact.

Can I attach files to my ticket?

Yes, you can attach files up to 90 MB. Avoid including personal data unless absolutely necessary.

Detailed problem description checklist:

To help us resolve your issue quickly, include:

* Where does the problem occur? Form/report name, include path if possible
* Which process or task were you performing when the problem occurred?
* What is the problem? Describe how the system deviates from expected behavior
* Add screenshots to illustrate the problem
* Attach any error messages
* Is the issue reproducible, and what are the exact steps to reproduce it?
* When does the problem occur? Specific action or time
* Who is affected by the problem? Which users? Does it work for anyone? Provide examples
* How many end customers are impacted?
* Does the problem involve an integration with another system? If yes, specify which system
* Which environment does the problem occur in? Production, UAT, Test

How do I know which ticket type to choose?

* A Incident is an event that results in service distruptions or errors, or parts of it.
* A Service Request is a request for a task, or assignment to be provided or performed.
* A Change Request is a request for improvement / development of a functionality or function in the solution.

How are tickets prioritized and handled?

Care365 uses a tiered support model:

Managing Tickets

Where can I see my open tickets?

Click View Tickets to see all your cases, add comments, and track progress.

Views available is following:
* My Open Cases
* All Open Cases
* My Closed Cases
* All Closed Cases

Where can I view tickets I am watcher on?

​​Click View Tickets. Change view to All Open cases. There you can see all tickets within your organisation

Where can I view all tickets in our organization?

Click View Tickets. Change view to All Open cases. There you can see all tickets within your organisation as well as the ones you are watcher on.

Can I update ticket details myself?

Yes, you can add comments and upload files directly in the portal.

What happens if I don’t respond to a question on my ticket?

We will send reminders. If there is no response within the agreed timeframe, the ticket may be escalated or closed after a set period of inactivity.

External System

How does external system communicate with Nexers system today?

Today, our system communicate through email functionality. When an issue or update is genereted in your system, an email is sent our ticketing system, which automatically creates or updates the corresponding case. This ensures a simple and reliable way to exchange information without requiring a direct integration.

Will it be possible to integrate our external system with Nexer's ITSM system in the future?

At this time, our system can collaborate with another case-management system through email-based functionality. In the future, we will evaluate potential integrations. If we proceed with any integration plans, all affected customers will be informed in advance.

Security & Privacy

Who can see my tickets?

The portal complies with GDPR and Nexer’s security standards. All data is encrypted and stored securely.

How is my data protected?

Only authorized users in your organization and Nexer’s support team can view and update your tickets.