Technical Support Terms & Conditions
1. Eligibility
1.1. Technical support services (“Support Services”) are available exclusively to customers (“Customers”) with active and fully paid service agreements or software licenses.
1.2. Support coverage applies only to purchased services and software under valid agreements.
1.3. Non-production systems, temporary licenses, evaluation licenses, test/sandbox environments, or expired agreements are not eligible for support unless explicitly stated otherwise.
1.4. Support eligibility will be suspended for customers with overdue payments until payment is resolved.
2. Scope of Support
2.1. Support Services are limited to addressing technical issues related to software bugs, malfunctions, and issues caused by Nextian products.
2.2. Support Services do not constitute an end-user helpdesk service and are limited to addressing technical issues related to software bugs, malfunctions, and configuration issues caused by Nextian products. Support Services do not include:
- End-user help and consultation.
- Training, consultation, or software customizations.
- Infrastructure issues outside of Nextian’s control.
3. Issue Reporting
3.1. All issues must be reported via the Nextian Customer Support Portal to ensure proper tracking and resolution.
3.2. Critical issues (see section 5.2 below for critical issue definition) may be initially reported via email or phone but must be logged in the portal promptly.
3.3. Support services will only be available to designated customer points of contact, agreed upon in advance. Requests from unauthorized individuals will be redirected to these contacts.
3.4. Customers are responsible for providing secure remote access to enable Nextian’s support team to resolve reported issues. Remote access must meet industry-standard security protocols.
4. Restrictions
- Misconfigurations.
- Erroneous user actions.
- Data updates not made by Nextian.
- Third-party infrastructure-related failures.
5. Support Service Level Agreements (SLAs)
5.1. Support Services are available:
- Monday through Friday, 8:00 AM U.S. Eastern Time to 5:00 PM U.S. Pacific Time.
- Support for non-critical issues (see section 5.2 below for critical issue definition) is unavailable during observed U.S. federal holidays (a full list of holidays will be provided upon request).
- Emergency after-hours support may be arranged at a premium rate. Customers must contact Nextian in advance to set up such coverage.
5.2. Support Services follow these severity levels and response times:
| Severity Level | Description | Response Time |
|---|---|---|
| Critical | System outage or major impact. Business critical software component is inoperable. | 30 minutes |
| Major | Significant but non-critical issue. A software component is severely restricted in its use, causing significant impact to the business. | 4 hours |
| Normal | Moderate issue. A non-critical software component is malfunctioning, causing moderate impact to the business. | 2 working days |
| Minimal | Minor issue, cosmetic concern. A non-critical software component is malfunctioning, causing minimal impact. | 4 working days |
5.3. While Nextian will strive to resolve issues promptly, resolution times depend on issue complexity, customer cooperation, and the availability of system access.
6. Customer Responsibilities
Customers agree to:
- Maintain supported system environments, including infrastructure and software requirements.
- Apply all recommended updates and patches provided by Nextian.
- Provide timely responses, information, and access required to resolve reported issues.
6. Termination of Support
Nextian reserves the right to suspend or terminate support services if:
- Customers fail to comply with these terms.
- Payments for services are overdue.
- Misuse or abuse of support services is identified.
7. Updates to Terms
Nextian may update these Technical Support Terms & Conditions. In the event of an update:
- Customers will be notified of changes via email or through the Customer Support Portal.
- The terms in effect at the time of the current support contract will continue to apply for the duration of that contract.
- Updated terms will take effect for subsequent support contract renewals.
