Onboarding

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• Assistance in defining the technical architecture

• Configuration validation

• Support in conducting POCs

• Technical demonstrations

• Analysis of RFPs and bids

• Supporting technical responses to RFPs and bids

• Quoting hours for services

• Technical training for new partners

• Participating in in-person events with partners

• Technical presentations of solutions

• Strategic projects

• Need for technical validation

• Proofs of concept (POCs)

• RFPs or bids

• Questions about architecture

We recommend involving them as early as possible in the opportunity cycle.

• Quotes

• Commercial terms

• Contracts

• Negotiation

• License release and renewal

• Partner support¹
  ¹ NDD can support certified partners, especially at the beginning of the relationship.

The service portal was updated to provide a more modern, intuitive, and efficient experience, offering improvements in opening, tracking, and managing service requests.

The new support portal is the platform used to centralize and simplify request management. Through it, you can open, track, and manage support tickets conveniently, with a modern, intuitive interface and features that provide greater agility, transparency, and efficiency in service.

Via the link: access https://supportdevices.ndd.tech/, select the Device solutions category, choose the product for which you need support, and click the Help Center: ask questions or open a ticket option. The Help Center will open.

Via the Help Center: before opening a ticket, consult the documentation available in the Help Center and use Sindy , the AI-powered support assistant, to quickly search for a solution. If you cannot find the answer to your question, proceed to open a support ticket.

To do so, locate the Support option that is available in the upper-right corner of the screen. When you click this option, you will be redirected to the support portal, where you can submit new tickets and track your requests.

Send an email to atendimentodevices@ndd.tech providing the following information:

• Full name

• Corporate e-mail

• Company

• Contact phone number

After requesting your login credentials, you will receive an email to perform the configuration of your initial password for the platform. This email will also include your user name. After setting your password, simply access the customer service portal URL and log in for the first time.

On the customer service portal’s initial screen, click I forgot my password, enter your registered email address, and you will receive instructions on how to reset it.

Send an email to atendimentodevices@ndd.tech listing the users and the permissions that need to be modified.

Click on New Ticket, select the desired service, fill in the mandatory fields, and send your request.

The service portal features a service catalog organized by categories: NDD Orbix, NDD Print 360, and NDD Print MPS. Select the option that best represents your need, fill in the mandatory fields, and complete the creation of your ticket.

Yes. You can attach images, documents, reports, and other evidence to assist in analyzing the request. On the tickets screen, there is an option to attach files; simply click this option and select the file to send.

Access the Ticket List menu and select the ticket for which you do not have any information. You will be able to view the status, interaction history, assigned agents, and service updates.

Open the desired ticket, use the New Action field, and enter your response directly in the request.

Yes. The system can send email notifications whenever there are updates, comments, or changes to the ticket’s status, in addition to all tracking via the platform interface.

• Not Started: the request has been logged, but service has not yet begun.

• In Progress: the ticket is being processed by the responsible team.

• Awaiting Requestor’s Input: there is pending information that needs to be provided by the requestor.

• Awaiting NDD Sales Department: service depends on a sales decision to proceed.

• Awaiting Approval: your approval request has been forwarded to the responsible department and is awaiting the completion of analysis and approval.

• Open ticket in development: an internal ticket has been opened for the development team to analyze and correct the identified issue.

• Scheduled date with the Provider/customer: a date and time have been scheduled to address the ticket.

• Testing in progress (Partner/customer): awaiting results of the tests submitted for execution in the environment, in accordance with the analysis and guidelines provided in the ticket.

• Open request in products: your request has been forwarded to the product team and is awaiting evaluation and resolution by the responsible department.

• Completed: the ticket has been closed.

Use the search bar by ticket number or title.

Yes. Tickets can be viewed in the ticket list area by configuring the filter to display closed tickets.

Yes. You can reopen a closed ticket within 10 calendar days of its closure. To do so, you must provide a justification describing the reason for reopening it.

After a period of 15 calendar days without interaction, the ticket will be closed due to lack of response.

Yes. After the ticket is closed, a satisfaction survey will be sent to your email to perform an evaluation of the service provided.

No. The service portal becomes the main channel for opening and tracking requests.

Forward an email with evidence to atendimentodevices@ndd.tech.

Yes. The service portal can be accessed via browsers on smartphones and tablets.