Support and Service Terms

NextPlane Enterprise Support helps customers operate reliable interoperability between Google Workspace, Microsoft Teams, Slack, and other supported collaboration platforms.

Support includes incident intake, triage, troubleshooting, remediation guidance, configuration assistance, and service communications for maintenance and service status. Enterprise Support is provided during the applicable subscription term and is subject to the customer’s agreement with NextPlane.

Enterprise Support Scope

During the subscription term, NextPlane provides technical support for the Service, including:

Incident intake, triage, troubleshooting, and remediation guidance
Configuration assistance consistent with the Service ordered by the customer
Service communications regarding scheduled maintenance and service status

Enterprise Support applies to the NextPlane Service and does not cover issues caused by customer systems, third-party services, customer configuration errors, unauthorized use, misuse, non-payment, or other exclusions described in the customer’s agreement with NextPlane.

Authorized Technical Contacts

Customers must designate at least two Authorized Technical Contacts.

Authorized Technical Contacts are individuals designated by the customer to open and manage Support Tickets with NextPlane. Customers are responsible for ensuring these contacts have sufficient administrative access to the customer’s environment, including relevant Google Workspace and/or Microsoft 365 / Microsoft Teams tenant administration access, to support troubleshooting.

How to Contact Support

Support Tickets must be submitted by email to: support@nextplane.net

A Support Ticket should reasonably identify the issue and the requesting Authorized Technical Contact.

If the parties have agreed in writing to use a specific Google Chat Space or Microsoft Teams channel for support coordination, customers may also initiate requests through that channel. However, response and update targets are measured from the time NextPlane either receives the request via email or logs it in its ticketing system, whichever occurs first.

Support Coverage

Enterprise Support coverage is available:

9:00 am–6:00 pm Customer Local Time, Monday–Friday, excluding Customer Local Holidays

“Customer Local Time” is the time zone identified in the applicable order. If no time zone is specified, it is the time zone of the customer’s primary office location on record with NextPlane.

“Customer Local Holidays” are the statutory public holidays observed in the jurisdiction identified in the order as the customer’s primary support location. If no jurisdiction is specified, the customer’s principal place of business on record with NextPlane applies.

Ticket Priority Levels

NextPlane assigns a priority level to each Support Ticket based on the definitions below. NextPlane will consider the customer’s input in good faith. If a customer believes a Support Ticket has been misclassified, the customer may request reclassification in writing.

NextPlane will review the request and respond with its determination within one Business Day, or as soon as practicable during Business Hours for Priority One requests.

Priority	Definition	Example Impact
Priority One	An interoperability or other failure causing the Service to be non-functional for End Users.	The majority of Google Workspace and Microsoft Teams users are unable to use the Service to communicate, resulting in critical impact on company operations.
Priority Two	An interoperability or other failure causing significant degradation of Service for End Users.	A significant subset of End Users cannot use the Service or exchange chats, participate in group chats, Teams channels, or Spaces, or share files with colleagues or partners.
Priority Three	An isolated End User experiencing failure.	An individual End User cannot use the Service.
Priority Four	Minor service impact or feature enhancement request; the Service remains fully functional and operational.	Configuration change requests, feature enhancement requests, documentation requests, or updates to authorized contacts.

Response and Update Targets

NextPlane uses commercially reasonable efforts to meet the following response and update targets during Business Hours:

Priority	First Response Target	Subsequent Update Target
Priority One	1 hour	Every 2 hours
Priority Two	2 hours	Every 8 hours
Priority Three	2 hours	Every 48 hours
Priority Four	8 hours	Every 48 hours

All response and update times are measured from the time a Support Ticket is submitted as described above.

Service Availability Target

NextPlane uses commercially reasonable efforts to make the Service available 99.95% of the time per calendar month, excluding Scheduled Downtime, System Emergencies, Force Majeure events, and other exclusions described in the customer’s agreement with NextPlane.

99.95% Monthly Availability permits up to approximately 21.6 minutes of Unplanned Outage time in a 30-day month.

An Unplanned Outage occurs when the Service is unavailable for interoperability messaging for more than 50% of End Users, as reasonably determined by NextPlane. Brief interruptions lasting less than five consecutive minutes and periods of performance degradation in which the Service remains usable do not constitute Unplanned Outages.

Availability commitments, remedies, exclusions, and related terms are governed by the customer’s applicable agreement with NextPlane.

Scheduled Downtime and System Emergencies

Scheduled Downtime means planned maintenance windows communicated to customers in advance.

Unless otherwise agreed, NextPlane provides at least 24 hours’ notice for Scheduled Downtime and schedules routine planned maintenance within NextPlane’s standard maintenance window as described in service maintenance notifications.

For System Emergencies, NextPlane provides notice as soon as practicable, including a description of the emergency and an estimated time to restoration when available.

Maintenance and Service Communications

NextPlane provides service communications regarding scheduled maintenance and service status through reasonable channels, which may include notifications to Authorized Technical Contacts, email, a status page, Google Chat, Microsoft Teams, or other communication methods.

Incident Remedy Time

NextPlane uses commercially reasonable efforts to ensure that the average time to Resolution is under 4 Business Hours for at least 90% of cases, measured from ticket open to ticket close.

This metric excludes delays attributable to the customer or third parties, including time spent waiting for customer-provided information, logs, access, testing, approvals, requested holds, or outages or unavailability of customer or third-party systems.

This incident remedy time is an operational reporting metric only and does not create service credits, termination rights, or other contractual remedies.

Conditions for Support

NextPlane’s obligation to provide Enterprise Support is conditioned on customer cooperation.

Customers must:

Maintain at least two Authorized Technical Contacts
Ensure contacts have sufficient administrative access to support troubleshooting
Provide timely access to tenants, configurations, and environments as reasonably requested
Provide relevant logs, diagnostic information, and test results as reasonably requested
Make reasonable efforts to self-diagnose issues before submitting a Support Ticket
Respond to reasonable requests for information, access, testing, or approvals within one Business Day, or sooner for Priority One issues when reasonably requested

If these conditions are not met, applicable response, update, and resolution time targets may be tolled for the period of non-compliance.

Exclusions from Enterprise Support

NextPlane is not responsible for the lack of availability or failures caused by:

Customer negligence
Hardware malfunction
Customer Configuration Error
Third-party networks or software not provided by NextPlane
Issues attributable to customer Google Workspace, Microsoft 365, or Microsoft Teams tenant configuration
Licensing, access controls, administrative policies, or conditional access policies
Third-party identity provider settings
Customer-provided data file errors
Unauthorized use or misuse
Non-payment

Need support?

Email support@nextplane.net and include a description of the issue, affected users, observed impact, relevant timestamps, and any available logs or screenshots.