Ne<t® Software Service Plans

Big or small. International or local. With our software on your servers, we've got your back with a service plan that fits you.

Our software service is a vital part of the package. First year Business Support or better is mandatory. From then on, it's your call on most of our products. Upgrade anytime. Downgrade once a year.    

Put in place to serve you

Future updates

We are constantly enhancing your Next software. New features and bug fixes are released monthly, and accumulated over a period of time into major releases. You download and install everything at will. Or hire one of our specialists to do it for you. Radical new features may be introduced as new separate products or modules, and hence come at a price.     

Online knowledge base

Full product documentation, including end user guides, implementation best practice papers, administration Q&A forums, and programmers handbooks are at your fingertips 24x7. Use our collective knowledge to do your own stuff, or tap into decades of experience using one of our skilled professionals. 

Help desk and email support

We have real live qualified Nextway colleagues waiting to take your call and answer your mails. No robots. No low cost call center staff with silly scripts. Only dedicated professionals with a desire to help you. You can call the designated local help desk number ¹ Monday through Friday² from 9:00 am to 4:00 pm local time, in English or in your local language³, with an unlimited number of questions related to the operation of your Next software. Of course we don't do training or consultancy as part of the help desk support. If any of your questions require either we'll let you know, and ask if you want to hook up with a professional services consultant. 

^{Notes: 1: Calls to any other number are treated as consultancy requests. 2: Except national holidays.  3: Defined response times are for support in English. Requesting support in a local language may result in longer response times.}

Support severity definitions

To optimize your service experience we'll categorize your support request as one of four categories and process it accordingly.

See support severity definitions below. Please use Critical (Severity 1) classification with care, so that valid Critical situations get the necessary resources.

Priority Help Desk

With Priority Help Desk you get both dramatically improved response times and increased coverage with access to both your local help desk number and the international help desk number in service Monday through Friday³ from 8:00 am to 4:00 pm CET, in English). Priority help desk is designed to match the need of clients running mission critical solutions on Next.

^{Note 3: except common European holidays.}

Online issue tracking

Provides you with authorized acces to Nextway's internal issue-tracking application. You get the realtime updated status on reported issues and any fixes under way in Next Software Labs. You are automatically notified whenever a product update (or a hotfix) is issued covering one or more of the issues you have reported.  

Designated support team

With a Designated Support Team you will be assigned a named Primary Support Contact and a team of at least two Support Engineers. The team is proficient in the Next software products you use and has access to the implementation documentation, but does not include the Professional Services Consultants performing actual implementation work. Your Designated Support Team will arrange for a quarterly Next Health Check, at no additional cost to you. 

Next Health Check

The purpose of the Next Health Check is to ensure that your Next software is running at its best at all times. Verifying that necessary product upgrades are installed and that the required resources are available to run the software efficiently. A Next Support Engineer will connect to your system and determine the current status of the Next software. The specialist will prepare a short memo with findings and recommendations and convey the content of the memo in a brief meeting either online or on site. Find out more.

Next Support Tickets

Next Support Tickets are only relevant to clients who chose the Ad Hoc Support service plan.  Next Support Tickets comes in two flavors: "Pay-as-you-go Next Support Tickets" and "Prepaid Next Support Tickets" both offering access to Next help desk and email support. The latter at a discounted rated. Contact your local Nextway office to learn the details.

24x7 Support Tickets

Next Software Service Plan covers normal office hours. If you need Helpdesk assistance outside normal business hours, you'll need to buy 24x7 Support Tickets. They come in two flavors: "Pay-as-you-go 24x7 Support Tickets" and "Prepaid 24x7 Support Tickets" offering exactly the same service but at a discounted rate. Contact your local Nextway office to learn the details.

Service plan fees

Next service plan fees are calculated on the basis of the original undiscounted software license value. We adjust the license value annually according to the national consumer price index. Predictable and fair. 

Changes and terminations

A Next Service Plan can be upgraded with one month's notice, to match you needs. Downgrades and terminations with three month's notice, at the end of each 12-month period.  

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Henrik Baasch hba@nextway.software +45 60 40 92 78

Henrik Baasch hba@nextway.software +45 60 40 92 78

Markku Brask mbr@nextway.software +358 50 356 7076

Jørn M. Christensen jmc@nextway.software +45 2677 6640

Henrik Baasch hba@nextway.software +45 60 40 92 78

Claus Cordes cco@nextway.software +49 177 6506222

Marcel Ritter mri@nextway.software +41 78 671 79 02

Henrik Baasch hba@nextway.software +45 60 40 92 78

Support severity definitions

All reasonable efforts will be made to respond to support requests within the defined response time.

For critical issues Support Engineers will work during your support windows until the issue is resolved or as long as Nextway deems that useful progress can be made. You must provide the Support Engineers with online access, and a contact during this period, either on site or by phone, to assist with data gathering, testing, and applying fixes.

Critical

Severity 1

You experience a complete loss of service, and the operation is mission critical to your business. Your production use of the software is stopped or so severely impacted that you cannot reasonably continue work. Typical Critical (Severity 1) help desk request include: Data corrupted or lost, Critical documented functions are not available, System hangs or causes unacceptable delays and System crashes, and crashes repeatedly after restart attempts

Important

severity 2

You experience a severe loss of service. Important features are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.

Minor

severity 3

You experience a minor loss of service. The impact is an inconvenience, which may require a workaround to obtain functionality.

Information

severity 4

You request information, an enhancement, or clarification regarding your software but there is no impact on the operation of the software. You experience no loss of service.