Technical Support Terms & Conditions

Eligibility

  1. Technical support services (“Support Services”) are available to customers (“Customers”) with current license or service agreements and up-to-date payments.
  2. Support Services cover purchased services and/or software licenses only.
  3. Non-production systems, temporary licenses, evaluation licenses and test/sandbox environments shall not be supported by Nextian.

Scope

  1. Support Services are aimed at resolving technical issues related to bugs and other software malfunctions and do not constitute an end-user helpdesk service.

Issue Reporting

  1. All issues must be initially reported in the Nextian Customer Support Portal. Requests initiated outside the portal shall not be handled.
  2. Support Services shall be available only via designated, mutually agreed point(s) of contact, other users requesting support shall be redirected to these contacts.
  3. If remote access (login credentials, Windows remote desktop, VNC or equivalent) is required to provide Support Services, it shall be Customer’s responsibility to configure and provide such access to Nextian.

Restrictions

  1. If an issue occurs due to customer’s fault or negligence including, but not limited to:
    1. Misconfiguration,
    2. Erroneous user actions,
    3. Data updates not made by Nextian,
    4. Customer’s infrastructure including, but not limited to third party software, hardware or network connectivity,

    a fee will be charged based on the number of hours (minimum one hour) spent on resolving the problem by Nextian personnel, and an hourly rate of $150.00 (one hundred fifty U.S. Dollars), excluding fees and taxes.

  2. Managing, creating and restoring of backups (including but not limited to Salesforce metadata backups, Salesforce data backups, other database backups, operating system backups) shall be the sole responsibility of the Customer and Nextian shall not be responsible for backup/restore activities in any way.
  3. Legacy tools (SNMP Agent Simulator, IPMI for Java and ICMP for Windows/Java) shall be supported on a best-effort basis with no Service Level Agreements (“SLAs”).

Support Service Level Agreements (SLAs)

Support services are provided Monday through Friday, 8AM U.S. Eastern Time to 5PM U.S. Pacific Time – excluding weekends and observed U.S. Holidays.
Severity level Description Response time (cloud) Response time (on-premises)
1 – Critical System Down. Business critical software component is inoperable. 30 minutes 1 hour
2 – Major A software component is severely restricted in its use, causing significant impact to the business. 2 hours 4 hours
3 – Normal A non-critical software component is malfunctioning, causing moderate impact to the business. 2 working days 2 working days
4 – Minimal A non-critical software component is malfunctioning, causing minimal impact. 4 working days
 4 working days