Support & SLA Model for the NIVOMAX Platform
Structured, flexible, and deeply engaged operational support for NIVOMAX deployments.
Designed for mission-critical aviation environments with high availability and operational continuity requirements.
- NIVOMAX licenses include support eligibility
- Support services are customized per customer and engagement
- Coverage models scale from L3 to full end-to-end support
- Dedicated teams are available where continuity is required
- Responsibilities are clearly defined and shared
- Support is designed for mission-critical aviation operations
Support designed for operational reality
NIVOMAX is a mission-critical platform used in regulated aviation environments, where support expectations differ significantly from those associated with consumer software or generic SaaS offerings. Synaxiom provides structured support frameworks aligned with enterprise IT operating models and designed to support continuity, predictability, and accountability.
This page describes Synaxiom’s support philosophy and operational approach. Specific service levels, response targets, and contractual terms are defined per customer engagement.
License and support eligibility
Licensing for the NIVOMAX platform includes support eligibility, ensuring that all licensed customers have access to Synaxiom’s support organization.
The scope, coverage, and delivery model of support services are defined separately and customized per customer and per engagement. This separation allows support services to be precisely aligned with each customer’s operational context, internal capabilities, and regulatory environment.
Support services are therefore designed intentionally and are not assumed to be uniform across all deployments.
A shared-responsibility operational model
NIVOMAX deployments operate within customer-procured and customer-controlled environments. Operational responsibility is therefore shared across clearly defined domains.
This separation ensures clarity, accountability, and alignment with enterprise governance and risk management models.
Customer operational responsibilities
Customers typically retain responsibility for:
- Day-to-day operational ownership of their environment
- Internal IT processes and user governance
- First-line support functions, where applicable
- Compliance, audit, and regulatory oversight
These responsibilities reflect the customer’s role as the operational owner of the platform deployment.
Synaxiom operational responsibilities
Synaxiom is responsible for:
- The correct operation and integrity of the NIVOMAX platform
- Platform configuration, updates, and maintenance
- Diagnosis and resolution of platform-level issues
- Escalation handling and advanced support activities
Synaxiom support teams work in close coordination with customer teams to ensure continuity of operations.
Support models designed around customer operations
Customers operate in different environments, serve different user communities, and face different regulatory and operational constraints. A single support model cannot reasonably address these variations.
Synaxiom works with each customer to define a support engagement that aligns with:
- Operational criticality and usage patterns
- Internal IT and support capabilities
- Number and type of user organizations
- Regulatory and compliance requirements
- Budgetary and organizational constraints
Support models are designed collaboratively and may evolve over time as customer needs change.
Fully engaged in customer operations
Synaxiom’s support organization is not limited to reactive issue handling. Support teams are engaged with the ongoing operational health of the NIVOMAX platform as it is used in real-world aviation environments.
Depending on the engagement, Synaxiom support may include:
- Direct support for platform administrators
- Support for internal operational users
- Support for external customer organizations, including operators and MROs
- Coordination across multiple user roles and organizations
- Proactive operational guidance and escalation management
This approach enables Synaxiom to support not only the platform itself, but also the continuity of customer operations that depend on it.
Flexible support coverage and engagement depth
Support coverage can be structured to match the customer’s operating model and support requirements.
Support coverage options may include:
- Business-hours support aligned with regional operations
- Extended or continuous coverage for mission-critical environments
- L3 escalation support integrated with customer-managed service desks
- End-to-end support options where Synaxiom handles all user-facing support interactions
- Dedicated or named support teams for customers requiring continuity and deep platform familiarity
Synaxiom maintains structured incident and case management processes, including ticketing systems, escalation workflows, and communication channels tailored to each engagement.
Coverage scope, response targets, and engagement depth are defined contractually per customer.
Incident management and escalation
Synaxiom support processes are designed to support predictable and auditable incident handling.
Operational practices typically include:
- Severity-based incident classification
- Defined response and escalation paths
- Clear communication responsibilities
- Root cause analysis for significant incidents
- Continuous improvement driven by operational feedback
These processes are designed to integrate with existing enterprise IT and operations teams.
Service level framework approach
Service levels for NIVOMAX are defined using a framework-based approach rather than fixed, one-size-fits-all SLAs.
Key principles include:
- Alignment with the customer’s operational criticality
- Differentiation by environment, such as production, staging, and test
- Clearly defined incident severity classifications
- Agreed response and resolution targets
- Transparent escalation and communication practices
Specific service level metrics are established as part of each customer engagement.
Security, compliance, and operational boundaries
Support activities are performed within the constraints of the customer’s governance, security, and compliance framework.
Key principles include:
- No access to customer data beyond what is explicitly authorized
- Support activities aligned with customer identity and access controls
- Separation of operational duties where required
- Use of synthetic or non-sensitive data when appropriate
Synaxiom does not engage in government, military, or defense operations.
A long-term operational partnership
Enterprise aviation platforms are evaluated not only on functionality, but on how they perform operationally over time.
Synaxiom’s support and SLA approach is designed to provide:
- Predictable operations
- Clear accountability
- Transparent communication
- Alignment with enterprise IT practices
Without introducing unnecessary rigidity or unrealistic guarantees.