Support
NextAxiom® provides a progressive range of technical support options designed to ensure that you get expert help to solve problems in a timely manner.
Perpetual License Support Models
NextAxiom® Annual Support Levels have been designed to provide options based on the amount of support desired. You may upgrade your Support Level at any time during a Support Period. The difference in cost will be due at the time the upgrade occurs, prorated up to the end of the existing Support Period. You may decrease your Support Level only at the annual renewing date.
Standard Support
Standard level of support services consists of:
- Software updates, fixes, security alerts, and critical patch updates
- Minor Software and technology releases, which includes general maintenance releases, selected functionality releases, and documentation updates
- Assistance with service requests during normal business hours
- Non-technical customer service during normal business hours, M-F, 9am-5pm Pacific Time, excluding US holidays
Premier Support
Premier level of support services consists of all Standard Support plus:
- Major Software and technology releases
Premier Plus Support
Premier Plus level of support services (if available) consists of all Standard and Premier Support plus:
- 24 Hour, 7 Days per week support availability
Priority Service
Priority Service is available for Software in the Premier and Premier Plus Support Levels. Priority Service automatically moves any Issue opened by Customer “up to the next in the queue” and will receive immediate attention.
Priority Service is an add-on and may be purchased at any time during a Support Period and will be pro-rated to the end of that Support Period. Priority Service once purchased cannot be cancelled until the end of the existing Support Period.
Per-Incident Support
NextAxiom® Per-Incident support is designed to meet the needs of small and medium sized customers with no or small information technology organizations. An incident is defined as a question relating to a specific, discrete issue and may involve several interactions with the NextAxiom® Support Team prior to resolution.
Separate support incidents must be purchased for assistance with multiple support issues. By purchasing a 5 or 10 incidents pack, you can take advantage of a built-in discount, as well as contact NextAxiom® Technical Support for five or ten independent technical issues.
NextAxiom® offers Per-Incident support for the entire Platform allowing access to support as you need it. With Per-Incident support, customers may log cases and receive responses either through the Web or by the phone
Before purchasing Per-Incident support, NextAxiom® recommends that you take advantage of the NextAxiom® online knowledge base, documentation and instructional videos – complimentary resources that may lead directly to the answers needed.
NextAxiom® Per-Incident support is valid for one year after purchase and does not include any product updates or upgrades. Per-Incident Support is non-refundable; please see Terms and Conditions for details.
An incident cannot be credited back or refunded even if the issue was resolved without help from NextAxiom® Support (for example: finding the answer in the product documentation, knowledge base or on your own).