Support
How to get help with the Nia LP Reporting Platform.
Status: draft, under review. Response-time targets are still being finalised with Nia.
Support at a glance
| Support email | hello@niaimpactinvest.com |
| Support hours | 08:00–17:00 South African Standard Time, Monday to Friday, excluding South African public holidays — outside these hours only platform-down issues are actioned |
| Availability | No availability percentage is committed at launch; the platform is provided on a best-efforts basis and a commitment will be set once three months of measured uptime exist |
| Status page | (planned) — current platform state, incident updates and maintenance notices; subscribe for email updates |
Severity and what to expect
| Severity | Meaning | What we do |
|---|---|---|
| Urgent | Nobody can sign in, data is wrong or at risk, or a security concern | Acknowledged and worked continuously until resolved; status-page updates on a fixed cadence; affected fund administrators emailed at open and close (response targets to be confirmed) |
| High | A core workflow (upload, review, approval, report generation) is blocked for a fund with no workaround | Acknowledged within support hours; status-page incident; worked as the next priority (targets to be confirmed) |
| Normal | Something is broken but a workaround exists, or a question needs an answer | Acknowledged and scheduled within support hours |
| Low | Cosmetic issues, suggestions, documentation gaps | Logged and considered for a future release |
Support is first handled by the Nia team, who own every message to you; engineering issues are passed to Trigger Consulting, who built and operate the platform for Nia.
How to reach us
If you have questions, encounter issues, or want to share feedback, email the Nia team at hello@niaimpactinvest.com. For privacy or legal questions, including requests about your personal information, write to sarah@niaimpactinvest.com.
What to include in a support request
To help us resolve your issue quickly, please include:
| Detail | Example |
|---|---|
| Your name and organization | Jane Smith, Acacia Impact Fund |
| What you were trying to do | Generating the Q2 2026 report for Acacia LP |
| What happened | The report generated with three KPI cells left blank |
| When it happened | 12 August 2026, approximately 14:30 SAST |
| Screenshots | A screenshot of any error messages shown |
Common issues to check first
Before contacting support, try these quick fixes:
- Sign-in link expired — request a fresh one from the sign-in page.
- Document stuck in Pending — wait a few minutes and refresh. If it persists after 10 minutes, contact us.
- Gap review failed — retry once. If it fails again, contact us with the error message.
- Run cap reached — runs reset on the first of the month. Contact us if you need more runs mid-period.
- Advisor question declined — expected for out-of-scope questions. Rephrase, or contact us if you believe it should be answerable.
- Reporting screens missing — LP Reporting needs the Full plan and to be enabled for your fund. Contact us.
- A template upload failed with no explanation — if your account belongs to more than one fund, make sure the right one is active before uploading, then try again.
- Report cells came out blank — usually a template field with no confirmed KPI binding. Check KPI Mapping for outstanding items.
- Approval refused on clean-looking data — approval re-checks against current data. Open the Data Quality Check and look for a blocking error such as a currency mismatch.
Escalation
For urgent issues — platform completely inaccessible, data concerns, or security concerns — mark your message as URGENT in the subject line. The Nia team will prioritize accordingly.
Feedback
The Nia LP Reporting Platform is a living product. Your feedback shapes future improvements. If something works well or could be better, let us know — we read and act on every message.