SUPPORT AND SERVICE TERMS

NextPlane Support Levels and Options

Customer contacts

Customer approved technical contacts shall be provided by Customer and may be changed upon mutual written agreement. In an emergency, a NextPlane engineer will work with an unauthorized contact on an exception basis subject to later verification and involvement of a named technical support contact.

Customer approved technical contacts should register for online access to the NextPlane helpdesk service at https://nextplane.zendesk.com/.

All Customer approved technical contacts must be registered for access to the NextPlane Management Portal and to the NextPlane helpdesk service, and will automatically be registered to receive Service update notifications.

NextPlane support process

Customer approved technical contacts can raise a support ticket to report technical issues with the service. All support tickets should be raised by signing into the NextPlane helpdesk service at https://nextplane.zendesk.com/.

All response times are measured from the time a support ticket is submitted.

Contacting NextPlane support

NextPlane shall provide Customer support via the NextPlane Management Portal, helpdesk service, web, and telephone, depending on the specific Service Package to which the Customer has subscribed.

Support contact methods and time zones

Pricing Package	NextPlane Management Portal	NextPlane Helpdesk Service	Web	Phone	Time Zone Coverage
Startup	Yes	Yes	No	No	9:00 am to 5:00pm Monday to Friday – US Pacific Time zone
Business	Yes	Yes	Yes	No	8:00am to 8:00pm Monday to Friday – US Eastern Time zone or 9:00am to 6:00pm Monday to Friday – EMEA CET Time zone.
Enterprise	Yes	Yes	Yes	Yes	8:00am to 8:00pm Monday to Friday – US Eastern Time zone or 9:00am to 6:00pm Monday to Friday – EMEA CET Time zone.
Custom	Yes	Yes	Yes	Yes	24 x 7

THE ABOVE TIME ZONE COVERAGE EXCLUDES ANY USA OR EMEA HOLIDAYS.

Response times

NextPlane Support makes every possible effort to respond to support incidents in accordance with the time-frames defined below. Initial response times and follow-up response times vary based on the Service Package to which the Customer has subscribed and the Customer Support Ticket Severity / Priority Definition, defined as below:

Startup service package

Severity Level	First Response	Subsequent Updates
Priority One	4 Hours	12 Hours
Priority Two	12 Hours	24 Hours
Priority Three	24 Hours	36 Hours
Priority Four	24 Hours	As Needed Basis

Business, enterprise, and custom service packages

Severity Level	First Response	Subsequent Updates
Priority One	1 Hour	2 Hours
Priority Two	2 Hours	8 Hours
Priority Three	2 Hours	48 Hours
Priority Four	8 Hours	48 Hours

Customer support tickets – priority and severity levels

Support tickets are categorized according to their severity and assigned a priority by NextPlane Support as described in the table below. Response times are dependent on the Service Package to which the Customer has subscribed.
The descriptions below are guidelines and are not meant to cover every possible condition or technical situation.

Technical support requests within a severity level are generally processed on a first-come, first-served basis.

Severity Level	First Response	Subsequent Updates
Priority One	A NextPlane federation failure	Federation end users are unable to use the federation service resulting in critical impact on company operations.
Priority Two	A federation degradation or failure	Subset of federation end users are unable to exchange chat or see presence with colleagues or partners.
Priority Three	Isolated individual experiencing failure	An individual federation user is unable to use the federation service.
Priority Four	Minor service impact or feature enhancement request, federation service is fully functional and operational	All issues not covered in priority one to three incident scenarios. Administrators can use this level to request a configuration change, feature enhancement, documentation, or update authorized contacts.

Service maintenance notification

Service notifications will be sent to the registered Customer technical contacts and are also available at nextplane.statuspage.io. Service notifications include details of upcoming service maintenance activity and service status, including updates regarding service maintenance completion.

NextPlane generally performs Scheduled Downtime during the times Saturday 12am Pacific Time and 12am Sunday Pacific Time.

Conditions for providing support

NextPlane’s obligation to provide Support Services is conditioned upon the following:

Customer makes reasonable efforts to solve the problem after consulting with NextPlane.
Customer provides NextPlane with sufficient information and resources to correct the problem as well as access to the personnel, hardware, and any additional systems required in order to troubleshoot the problem.

Exclusions from NextPlane’s support services

NextPlane is not obligated to provide Support Services under the following circumstances:

The problem is caused by Customer's negligence, hardware malfunction, configuration error on the part of Customer, or other causes beyond the reasonable control of NextPlane.
Customer fails to provide immediate and appropriate resources to assist NextPlane in the identification, troubleshooting, and resolution of the issue, including the provision of technical information and logs as requested by NextPlane.
Errors in the electronic files provided by the Customer containing Customer data.
Unauthorized use or misuse by Customer or anyone using any of the Licensee passwords, provided that NextPlane has taken commercially reasonable steps to protect ConverseCloud from unauthorized access, intrusion, and disruption.
Unavailability of the unified communications servers or messaging platforms on either end.
Problems with third-party software, not licensed through NextPlane, or network services not provided by NextPlane.
Customer has not paid License Subscription or Support Services Fees when due.