Support services
Get platform specialists involved in daily work, incident handling and user assistance. Licensees can choose Basic or Premium support, the users covered and the additional technical services their installation needs.
Already using NIVOMAX? Use the support channel provided for your deployment when reporting an incident.
Choose the service level, user coverage and technical scope separately. The applicable agreements set out eligibility, purchased services, coverage hours, response targets and escalation arrangements.
Basic support is included with every NIVOMAX license for its full term. It covers software updates, upgrades and maintenance releases, and application support for the Licensee's designated support contacts.
Requests are raised through the Synaxiom Support Center and handled under the response times in the applicable SLA. Ticket effort is charged against a prepaid bank of hours at the published rates.
Premium provides more in-depth NIVOMAX support through a team familiar with your environment and business operations. We maintain a customer-specific knowledge base and transfer that knowledge as team members change. Support draws on your configuration, workflows and operating context, not only the information supplied with each ticket. The team works alongside your staff but is not assigned exclusively to your organization.
Premium requires a qualifying annual commitment. Additional user coverage is charged at Premium rates. Server Environment Support and cloud infrastructure services remain separate scopes.
Designated contacts are the default. Optional End-User Support can extend direct assistance to covered users within the Licensee's organization and its customer organizations. End users are the people who consume the publications, whether they are internal or external.
Included with the license, this option covers the Licensee's designated support contacts. The Licensee provides support to its other users.
The Licensee names additional users who become eligible for direct Synaxiom support for a per-user eligibility fee. Each request has a ticket-opening charge based on priority, plus effort charged against the bank of hours at the published rates.
Every user on the installation is covered at a flat rate per user, with no ticket-opening charges or effort billing for covered support requests.
The pool includes all registered user IDs across the NIVOMAX applications, with each person counted once. Billing uses the highest user count reached in the contract year. Users added during the year are billed monthly from setup.
Ask for help with tasks, troubleshooting and the business processes your teams perform in NIVOMAX. Assistance can be requested on demand or arranged as planned work, such as recurring publication processing and release activities.
For agreed publishing work, our team processes and publishes within the Licensee's infrastructure. Publication data stays in that environment, and work follows the established approval gates and procedures.
Planned activities, configuration changes and custom work are separately scoped requests. They are not included in Pay-per-Use or Full-Pool user coverage.
When a service fails or users encounter a platform issue, involve Synaxiom through the support channel provided for the deployment. Incident work covers diagnosis, escalation and restoration within the purchased service scope.
The applicable SLA defines reporting, priority, response targets and communications.
Support for the server software and operating environment required to run NIVOMAX, such as Apache, Java and other required components. It includes monitoring, review and proactive recommendations, with scope and pricing defined per managed host and installation.
Carrying out a change is a separate, ticketed request.
Synaxiom helps you set up, configure, monitor and manage eligible cloud environments, including AWS and Azure. Support is available through a fixed plan or on demand.
Suited to mission-critical environments that need proactive oversight and predictable recurring work. The plan is customizable and can include monitoring, weekly and monthly system checks, health reviews and reports.
The agreed recurring activities are included in the fixed fee. They help identify emerging problems early and give your team and Synaxiom the information needed to plan and respond before operations are affected.
Suited to environments where support is requested as needed. An eligibility fee provides access to Synaxiom’s cloud infrastructure support team under agreed service levels. Each requested task is charged against your support bank based on the effort required.
There is no predefined recurring work. We respond when you report an issue or request assistance.
Corrective action is charged separately by activity under both options. The fixed plan covers the agreed proactive checks, monitoring and reporting; it does not include the work required to correct problems those activities identify.
This service is available for eligible cloud environments only. NIVOMAX application support and Server Environment Support are defined separately.
All stated support coverage hours are in Eastern Time (ET).
Business-hours coverage is standard. Optional 24/7 coverage and standard or custom SLA arrangements are available according to the services purchased.
Specific response commitments and service measures are documented in the applicable agreement.
All stated support coverage hours are in Eastern Time (ET).
Document the authorized access, approval processes and responsibilities needed for Synaxiom to perform the work. The Licensee retains its governance and operational approvals.
Migration, data conversion and custom integration are Professional Services engagements. Training and certification are scoped separately. Cloud setup and configuration assistance follow the agreed Cloud Infrastructure Management Support scope and charging arrangements. Corrective action is charged separately by activity under either cloud support option.
Tell us who needs assistance, which tasks your team performs and where you want Synaxiom involved.
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