SUPPORT AND SERVICE TERMS
NextPlane Support Levels and Options
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 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.
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
|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.|
Sponsored partner support
Support to sponsored partners is included in Business, Enterprise, and Custom Service Packages. Support is limited to providing a reasonable level of assistance to support the partner undertaking the Service provisioning process or providing troubleshooting assistance in the case of technical issues with an established federation.
Support for sponsored Partner does not include attending calls with federated partners who need assistance with standard UC platform or federation configuration questions.
Startup service package does not include support to sponsored partners. On this Service Package, if sponsored partner support is required, this will be available at US$250 per hour during 9:00am to 5:00pm Monday to Friday – US Pacific Time zone.
Support Hours are rounded up to the nearest full hour.
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.
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