Support Services Technical Support Services Description

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1 Support Services Technical Support Services Description

2 Introduction NSi is committed to providing the highest quality of support with friendly and knowledgeable staff available to assist in any technical support related issue. Our technical support technicians are trained through a rigorous certification program on the NSi family of products, allowing them to provide excellent customer service by carefully evaluating reported issues and providing speedy and qualified responses. When you contact our support team, you can be assured that you are getting the support necessary for your business. Notable Solutions, Inc. (NSi) offers a variety of product assistance services from self-help and annual Maintenance contracts to fee-for-service engagements. This document describes these NSi product support services and who is eligible to retain such services. NSi Customer Support Hours US Support Hours EU Support Hours Hours of Operation: Monday Friday Monday Friday 9am to 7pm ET. 8am to 6pm CET Holidays: New Year s Day New Year s Day Presidents Day Karfreitag Memorial Day Easter Monday Independence Day Mayday Labor Day Chr. Himmelfahrt Thanksgiving Day Pfingsten Friday after Thanksgiving Day Fronleichnam Christmas Day Day of German Unity Christmas Day Off-Hours / Onsite Support: Scheduled in advance and cost may apply. 1

3 How to Contact Support NSi Customer Support is available to answer your NSi software related questions during the operating hours detailed above. US Support EU Support Coverage Areas: N. America / Canada EU, Asia Pacific and Middle East Phone Support: US: Main Australia Austria Belgium Finland France Italy Netherlands Norway Poland Spain Sweden Switzerland UK Headquarters: 530 Gaither Rd Schützenstr. 4 Suite Wetzlar Rockville, MD Germany United States 2

4 Support Plans Technical support services are offered to the following: 1. Customers and Partners who are evaluating an NSi product for purposes of evaluation and are within the evaluation time period. 2. Customers who have purchased NSi's products and hold a valid annual Maintenance contract 3. Partners and Resellers who hold a valid NSi Partner or Reseller agreement Technical support services include: 1. Web-based self-help services through use of forums and knowledgebase at North America and Canada - EU, Asia Pacific and Middle East 3. Twitter: twitter.com/nsiautostore 4. Live and call back telephone support 5. Remote Sessions using Teamviewer/GotoAssist. 30 Day Free Evaluation Support - Product support for customers looking to purchase any of NSi products. Evaluation support is provided to assist VARs and end customers with product questions or issues. Evaluation customers are entitled to 30 days of free product support. Any request for customization may be forwarded to our Sales or Professional Services organization. Post Purchase Production Support - Product support for customers who have purchased an NSi Product and need support after the initial installation of their environment. Incident Support / Support Packages are available for end customers for off hours migrations and support Product support is available for end-customers who have already purchased an NSi product and who have a valid support maintenance agreement. These customers may purchase Pay Per Incident (PPI) for off hours support. Off hours support must be scheduled 48 hours prior to the requested support date. To inquire about PPI support, please contact the support organization for cost and details. 3

5 Remote Installation Services (RIS) Expert Remote Installation Service for NSi AutoStore is a low-cost remote installation service for the AutoStore platform. It is specifically designed to minimize the cost and effort associated with customer implementations. This remote service engagement installs your NSi AutoStore software in a timely, cost-effective manner, utilizing our subject matter experts. Remote Expert Installation Service is delivered via remote network access. The service includes: 1. Comprehensive technical implementation, including a pre-installation checklist 2. Installation and configuration of NSi AutoStore 3. Delivery at a conveniently scheduled time during NSi hours of operation 4. Thorough verification test - a post-installation customer acceptance checklist 5. Product orientation to help to familiarize you in the use of the product Remote Installations may not be available in all regions. To inquire about this package, please contact your regional NSi Sales organization. Professional Services - Beyond product support, NSi also offers Professional Services which include the following services: Workflow analyses and deployments of NSi products New component development, creation and debugging of scripts for bi-directional lookups from capture components or validation scripts to check recognized data OpenForms deployments and customizations SMARTicket customizations and development Incident Response Times and Priorities When you contact NSI Technical Support, a support ticket is initiated. Each support ticket is assigned a unique ticket number (for example, NSI-XXXXX) that is used to track your issue from its initiation to resolution. Use the support ticket number for all communication relating to that specific issue. Once a support call is initiated to NSI Technical Support, NSi will validate the contact information of the person requesting support in the event the call is disrupted. Providing accurate information helps NSi provide the best customer service. Support Incident Definition An incident is a problem or question that is received by the Technical Support Department via or telephone call. Customers and Partners may contact the NSi's support department as many times as needed to resolve a specific incident. However, if a request concerns a new problem, it will be considered a new incident. 4

6 Any questions related to a "how to" is also considered an incident. NSi Technical Support will only resolve incidents related to the NSi products and will be unable to assist with third-party solutions such as content management systems, Windows, settings, network issues or any hardware related issues such as MFPs or copiers. Severity and Response Times When your case is created and assessed by your Support Technician a case severity is assigned; severities are used to ensure that the most critical issues are given high priority. Although all requests are categorized as important, some cases do require immediate attention from a support technician. Severity of a case is identified by a support technician at the time the case is created. During peak times where there are a high volume of support requests, cases with higher severity take precedence. Please see the chart below that outlines each priority level. NSi's technical support team focuses on providing a timely initial response to all open support cases. Response time measurements begin when the case is received and do not include non-working time, such as holidays or overnight, unless previously arranged. Any support request received after business hours will have an initial response the next business day and any requests that a received during a Holiday will be treated as the next business day. Note that NSi makes every attempt to meet and exceed our response time goals. Severity Level Response Time Definition SEV 1 2 Hours System is completely non-operational SEV 2 4 Hours Any case relating to a system that is operable but affecting 80% of the users or devices connected to the system. SEV 3 8 Hours Any case relating to a production server that is operable but impaired due to a primary function in the product SEV 4 Next Business Day Any case relating to basic product information, enhancement requests and FAQ's Direct Escalation We are committed in setting a standard of excellence for support. If there are any questions or concerns related to the level of service, please The is monitored by a Customer Service Rep. Should you have any issues related to the level of support, response times or any other concerns related to a particular incident, please use the above address. 5

7 Additional Support Options General Information When a technical support case is initiated, a Case ID is assigned. The Case ID may be communicated verbally on the phone or via when the case is created. When contacting Technical Support regarding an active case, please provide the case ID. Telephone Support Telephone Support is available by calling the support numbers listed for each of the regions above. If there is an available agent, the call will be answered immediately to create a case. In the case an agent is not available; you will have the option to hold for the next available agent or leave a voic . Technical support calls are answered in the order they are received. Support support is available. The NSi Support team monitors any incoming support request and will respond to issues based on the severity. Support request with higher severity will be given higher priority. NSi s goal is to respond and resolve all support requests in a timely manner. For any licensing issues, please Software Updates Software updates allows companies to maintain the latest version of software in the production environment. Downloading updates are available through the AutoStore Process Designer and the Output Manager License Wizard. An active Maintenance Contract ID is required to install any updates. Maintenance Contract IDs are provided at the time of the product purchase. Knowledgebase The knowledgebase located on NSi s website is to help administrators to locate resources, hints, tips, technical information and answers to FAQs (frequently asked questions) for all NSi products. The knowledgebase can be accessed at NSI-Knowledgebase. 6

8 Forums Forums located at are monitored by NSi IT staff as well as power users of NSi products. Through the use of forums, customers and partners can discuss technical and other information related to NSi products and get feedback from a community of NSi users. SDK support is available through the forums. Any advanced scripting or SDK support requires a Professional Services engagement and cost may apply. Hyperlink: NSI-Forums Remote Connection Tools From time to time, the Support team may request remote access to the installed system. This is generally requested through use of an on-line meeting service with options to control the server remotely. Under no circumstances will NSi be liable for any loss of data, time, damages, or any other type of issues due to on-line meeting service access into a customer s system. We reserve the right to record all our on-line system access for training and protection purposes, and be advised that someone should be present at the remote server and authorize the access. The remote assistance tools used by NSi Support organization are: 1. Team Viewer Security related information can be found at: 2. GotoAssist (Citrix) Security related information can be found at: NSI Reserves the right to change and modify these procedures at any time. Copyright 2012 Notable Solutions Inc. All rights reserved. AutoStore is a registered trademark of NSi. All other product names and logos are trade and service marks of their respective companies. All specifications are subject to change without notice. This brochure, its content and/or its layout must not be changed without prior permission of Notable Solutions, Inc. (NSi). 7

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