Our Support Policy
| Nalpeiron Support is designed to assist you with the use of the Nalpeiron Licensing Service and basic integration efforts, all included in your subscription |
We commit to submit a response to your email within minutes at best, and within 24 hours from receipt of your request.
We offer online support for our Customers who are in the trial period, have a range of online support contracts included with our hosted products or are under our other maintenance contracts for V4 or Self hosted products.
Support contracts include:
- NLS™ online technical support
- Access to Support knowledge base
- Access to the Nalpeiron Customer Support Center
- FREE project code samples for major IDEs to speed up integration
- Training videos and extended help
- Hints, tips and programming news
What constitutes an incident?
An "Incident" is defined as the service event starting from the initial customer call until closure, or resolution of the problem or issue. An incident is an issue that focuses on one aspect of the product - e.g. assistance with a specific problem or error message. Our Support Engineers always make reasonable efforts to resolve the issue but cannot guarantee all issues are resolved.
What defines a resolved incident?
Once an issue is accepted as being within the extent of technical support, resolution of a technical support issue shall be defined as accomplishing any one of the following:
- Providing a reasonable solution to the issue.
- Providing a reasonable work-around to the issue.
- Determining that the issue is in fact an enhancement request and forwarding the request to the product management team.
- Escalating the incident/bug to the development team for review.
- Determination that the open issue cannot be resolved and is closed*
Services not Included in Technical Support Services
We do not provide free technical support for the following, you must have an Enterprise support contract or buy Professional services if you need help with:
- participation in integration efforts
- review of customer application code for the purposes of integrating with our products
- custom coding for customers
- technical support for free samples or open-sourced libraries voluntarily given as a courtesy
- on-site visits
- detailed training on how to use our license management products when these are covered in the documentation and sample code.
More details about our consulting services here
Services related to training, customization of the Licensed Software, modifications and consultation are not included in technical support services, and the Licensor is not obligated to perform such services; however, the Licensor shall undertake reasonable efforts to accommodate any request by the Licensee for training, customization and/or on-site consultation services, and the Licensor shall charge its then-current rates for time and materials for such services.
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