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Knowledge base

Our Service Charter

The purpose of this charter is to inform our customers of the types of support that Nyriad offers, and the standards and values we uphold

Who is Nyriad?

We are a fast growing software company based in Cambridge, New Zealand, Nyriad is building a cutting edge solution that uses GPU’s in a unique way to tackle the world’s need for increased data storage and processing.Globally-focused and mission-driven, our customer relationships span right across the globe and include a broad range of market sectors including Telecommunications, Governments, Science, Health and IT.

Nyriad's Service Standards

These standards apply to all forms of support Nyriad provides to its customers and partners:
  • Our agents will show respect towards our customers and partners
  • We provide and maintain a comprehensive, efficient and friendly customer support platform
  • We will take ownership of all customer and partner inquiries and will provide appropriate and timely feedback on status and results
  • Shared information and confidentiality are sacrosanct
  • Nyriad's services team will endeavour to meet realistic committed time-frames and expectations
  • In all of our communication, any information we provide will be accurate and consistent
  • We strive to ensure that our customer service will serve the needs of our customers into perpetuity through our continuous improvement methodology

Customer Support Avenues

The forms of support Nyriad offers and their specific standards appears below

Email and Chat

  • We will strive to promptly answer your requests
  • If we were unable to respond to your chat, and you have left us a message, we'll get back to you within 1 business day
  • We introduce ourselves using first names so you can enjoy continuity of case agents
  • We will take responsibility for, and ownership of all customer inquiries

Support Tickets

  • Our agents will use clear and concise language when talking to our customers to easily understand the query
  • If your inquiry requires an in-depth investigation or follow-up that is expected to take longer than 48 hours, we will acknowledge your correspondence, and where possible, provide a completion date.

Help us support you

To ensure our support service is as efficient as possible, you can help us by:
  • Being polite, courteous and respectful to our staff
  • Providing all the necessary and accurate information when contacting us so we can be efficient with your enquiry
  • Letting us know immediately if you have resolved the issue yourself
  • Using only the appropriate channels for customer enquiries, reserving social media for general dialogue only

Continuous Improvement

We strive to provide the best customer support service possible here at Nyriad, and we are always looking for ways to improve its quality. We conduct regular 'Customer Satisfaction' surveys and implement quality training for our staff as appropriate. Whether you have a request for a fix, feature, or to provide a compliment, we would like to hear from you.