Nerdio / Intune Escalation Path

Purpose

Use this escalation path for issues related to deploying Nerdio-managed Intune templates into customer environments.

The escalation flow is:

Helpdesk → Engineering Team → Vendor

Each level should complete the appropriate troubleshooting and documentation before escalating.

Nerdio / Vendor Contact Info

Email

nmm.support@getnerdio.com

Support Rep: Beau Wilmer - BWilmer@getnerdio.com

Website

Support Form

Contact Us Page

Level 1 — Helpdesk

Helpdesk should handle initial validation and basic troubleshooting.

Helpdesk Responsibilities

• Confirm the correct customer and tenant
• Confirm the issue being reported
• Verify the affected policy/template
• Check whether the policy is visible in Nerdio
• Check whether the policy is visible in Intune
• Confirm expected user/device/group assignments
• Review obvious deployment errors
• Confirm the affected user/device has checked into Intune
• Review the existing KB/SOP for known issues

Escalate to Engineering When

Escalate if:

• Nerdio reports a deployment or publishing error
• Policy is deployed but not applying as expected
• Policy assignments appear correct but behavior is incorrect
• Configuration drift is identified and the correct remediation is unclear
• Policy conflicts are suspected
• The issue affects multiple users/devices
• A rollback or template modification may be required
• Basic troubleshooting does not resolve the issue

Required Escalation Notes

Include:

• Customer name
• Tenant name or ID
• Affected policy/template
• Affected user/device/group
• Expected behavior
• Actual behavior
• Troubleshooting completed
• Screenshots or error messages
• Relevant ticket/change number

Do not escalate with only "policy not working." Provide enough information for Engineering to continue troubleshooting without repeating Helpdesk checks.

Level 2 — Engineering Team

Engineering owns advanced troubleshooting, remediation, and determining whether vendor involvement is required.

Engineering Responsibilities

• Review Nerdio deployment/task history
• Review Intune policy status and assignments
• Validate MSP-level template configuration
• Compare MSP and customer-side policy configuration
• Check for configuration drift
• Review inclusion/exclusion groups
• Review assignment filters
• Check for conflicting Intune policies
• Validate licensing and platform requirements
• Test against a known device/user where appropriate
• Re-publish the policy when appropriate
• Perform or coordinate rollback if required

Engineering should also determine whether the problem is caused by:

• Nerdio
• Microsoft Intune
• Customer-specific configuration
• MSP template configuration
• Licensing
• Device/user state

Engineering Resolution

If Engineering identifies an internal configuration issue:

1. Correct the configuration
2. Re-publish or reassign the policy if required
3. Validate in Intune
4. Confirm successful application
5. Document the root cause and resolution

If the problem requires a change to a global MSP template, follow normal change-control procedures before making the change.

Level 3 — Vendor

Engineering should escalate to the appropriate vendor when the issue cannot reasonably be resolved internally.

Depending on the issue, this may be:

• Nerdio Support
• Microsoft Support

Escalate to Nerdio When

Examples include:

• Nerdio fails to publish a valid policy
• Nerdio task history shows unexplained failures
• MSP and customer policy synchronization is not functioning correctly
• Re-publish or automatic sync is not working as expected
• Nerdio reports an unexpected product error
• Configuration drift reporting appears incorrect
• The issue appears specific to Nerdio functionality

Escalate to Microsoft When

Examples include:

• Policy exists correctly in Intune but does not process
• Intune reports unexpected deployment errors
• Device/user assignment is correct but Intune behavior is inconsistent
• Microsoft Graph or Intune service errors are suspected
• Policy behavior does not match Microsoft documentation
• The issue appears to be service-side rather than Nerdio-related

Information Required for Vendor Escalation

Engineering should collect:

• Customer name
• Microsoft Tenant ID
• Nerdio account name
• Policy/template name
• Policy type
• Policy version
• Sync type
• Affected users/devices/groups
• Approximate start time of issue
• Error messages
• Screenshots
• Nerdio task/job information
• Intune deployment status
• Troubleshooting already completed
• Relevant logs where available
• Business impact
• Ticket/change number

Vendor cases should clearly explain expected behavior vs. actual behavior and include the troubleshooting already performed.

Escalation Severity

Standard

Use when:

• Limited user/device impact
• Workaround exists
• No security impact
• No production-wide outage

Path: Helpdesk → Engineering → Vendor as needed

High Priority

Use when:

• Multiple customers or devices are impacted
• Deployment blocks onboarding or production work
• No reasonable workaround exists
• A production policy is failing broadly

Path: Helpdesk → Engineering immediately → Vendor if required

Critical

Use when:

• Security controls are unintentionally removed or disabled
• A global template causes widespread customer impact
• Users are broadly locked out
• A policy change causes a major production outage

Path: Engineering immediately → Begin containment/rollback → Vendor escalation if required

Technician Escalation Checklist

Before escalating from Helpdesk:

Before escalating to a vendor: