Big or small. International or local. With our software on your servers, we've got your back with a service plan that fits you.
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.
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.
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.
To optimize your service experience we'll categorize your support request as one of four categories and process it accordingly.
|4||Information||5 business days|
|3||Minor||2 business days|
|2||Important||8 business hours|
|1||Critical||4 business hours|
See support severity definitions below. Please use Critical (Severity 1) classification with care, so that valid Critical situations get the necessary resources.
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®.
|Severity||Issue||Priority response time|
|4||Information||8 business hours|
|3||Minor||8 business hours|
|2||Important||4 business hours|
|1||Critical||2 business hours|
Note 3: except common European holidays.
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.
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.
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 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.
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.
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.
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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.
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
You experience a severe loss of service. Important features are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.
You experience a minor loss of service. The impact is an inconvenience, which may require a workaround to obtain functionality.