nextpertis GmbH Service Level Agreements
1. Applicability
nextpertis GmbH provides support according to these terms to customers who have an active maintenance contract or paid subscription for NextendIT Classic as indicated in the applicable Order. Capitalized terms used but not defined in this document will have the meaning defined in the General Terms and Conditions.
2. Support Plans Overview
Subscription Plan | NEX S & NEX M | NEX L & NEX Premium |
---|---|---|
Support Hours | Monday-Friday, 09:00 a.m. – 05:00 p.m. UTC+2 | Monday-Friday, 09:00 a.m. – 05:00 p.m. UTC+2 |
Response Time | Within 3 business days of support request submission | Within 1 business days of support request submission (24h response time) |
Support Channels | link | link |
Scope of Support | 1. Troubleshooting product functionality issues 2. Guidance on product usage and features 3. Access to online knowledge base and documentation 4. Incident reporting and feature requests | 1. Troubleshooting product functionality issues 2. Guidance on product usage and features 3. Access to online knowledge base and documentation 4. Priority bug fixing and feature requests |
3. Important Notes for All SLAs
3.1 Response time:
Response time refers to the initial acknowledgment of a support request. Resolution time may vary depending on the complexity of the issue.
3.2 Business days:
Business days are defined as Monday-Friday, excluding public holidays in Austria.
3.3 Support requests:
Support requests should be submitted through designated support channels with clear descriptions of the issue encountered.
4. Support Limitations
Support is not available for:
- Customer Systems or changes to Customer Systems
- Unauthorized alterations or additions to NextendIT Classic
- Use of a NextendIT Classic in a manner that does not conform with the Documentation
- Factors outside nextpertis’ reasonable control, including any force majeure event, failure or unavailability of Customer’s systems, unavailability of the Internet, or the failure of any other technology or equipment used to access the product
- Customer’s failure to follow appropriate security practices
- Services provided by third parties
5. Change to support
nextpertis GmbH may update or modify this document and its available support offerings at any time at its discretion.
6. Contact Information
If you have any questions about these Terms, please contact us at:
nextpertis GmbH
Oberzellergasse 1/16/B1, 1030 Vienna, AUSTRIA
+43 1 430 20 60
office@nextpertis.com