Standing by our customers
Flexible Service & Support to Fit your Business
| SUPPORT SERVICE | SILVER | GOLD | PLATINUM |
|---|---|---|---|
| Support Duration Options (Years) | 1 – 3*– 5 | 1 – 3*– 5 | 1 – 3*– 5 |
| Support via Ticket System, E-mail, and Chat | ✓ | ✓ | ✓ |
| Support via Phone | ✓ | ✓ | |
| Response Time (Hours) | 12 | 8 | 4 |
| Support Hours (Days and Hours-per-Days) | 5 x 8 x 365- | 5 x 12 x 365- | 7 x 24 x 365 |
| Support Days | Mon-Fri | Mon-Fri | Mon-Sun |
| Support Time (of the Support Days) per PST | 09:00-17:00 | 08:00-20:00 | 00:00-23:59 |
| Quarterly Software Updates | ✓ | ✓ | ✓ |
| Bring-in Guarantee for Hardware Defects | ✓ | ✓ | ✓ |
| Advanced Replacement for Hardware Defects | ✓ | ✓ | |
| On-Site Replacement Service | ✓** |
seamless support flow
Transparency and Care When You Need It
SERVICE-LEVEL AGREEMENT FOR GOLD, SILVER & PLATINUM SUPPORT
OVERVIEW
NEOX products are offered with a 3-year Service and Support by default and are sometimes ordered with a minimum of 1-year and a maximum of 5-year support. A customer must have purchased at least one of those options in order to receive support from NEOX, further determined by one of the Service Levels. So, the net service provided is determined by Service Level x Service Duration.
HIGHLIGHTS
- Support Duration: determines if a customer is still eligible to receive support within the purchased support period and if the support contract is still valid. The support period can be 1, 3, or 5 years and is renewable by 1-2 years unless hitting the product End-of-Support milestone.
- Response Time: determines how fast NEOX will get back to a customer after a Support Ticket has been opened. A ticket must exist in the system to meet the SLA. Response duration can vary between 4, 8, or 12 hours depending on the Service Level. Ideally, a trained support staff will provide help during the response time. However, a response can also mean simple feedback from the support team and required next steps or a request for more information.
- Support Hours: determine the business and non-business hours within which a Support Ticket start time is counted and the Response Time starts. Tickets opened outside of those hours are counted in the next-day category.
- Support Days: determine the days of the week the support team will respond. Tickets opened on the last business day after Support Hours are moved to the following week.
- Support Times: determine the starting and ending time during which the support will be provided.
- Quarterly Software Updates: provide new features and functionality and bug fixes through regular and maintenance software releases by NEOX, if and as released. A customer is not required to upgrade unless it is deemed necessary. NEOXPacketLion, PacketTiger, PacketWolf, and PacketRaven series have pre-installed firmware that does not require software updates.
- Bring-in Warranty for Hardware Defects: provides the repair or replacement of the entire faulty hardware device or one of its components as soon as possible, when brought or shipped to a NEOX or its authorized partner locations by the customer.
- Advanced Replacement for Hardware Defects: provides advanced replacement of the entire faulty hardware device or one of its components within 48 business hours (if reported before the daily noon shipping cutoff time), taking into accountpublic holidays. NEOX partner DELL covers Next Business Day and Onsite replacement for NEOXPacketOwl, PacketFalcon Compact, PacketGrizzly, and PacketWolf products.
- On-Site Replacement Service: provides a service where NEOX or its authorized partner will travel to the customer site and replace a faulty hardware device or one of its components, if available in the local inventory.
PRIORITIES
Support tickets opened by the customer are prioritized by our support team according to the following severity levels:
| SEVERITY LEVEL | DESCRIPTION | EXAMPLES |
|---|---|---|
| 1 | Critical Incident – High impact | Data lost, service/UI not available, device not accessible |
| 2 | Major incident – Significant impact | Updates cannot be installed, reduced capture speed, Filter does not work |
| 3 | Minor Incident – Low Impact | Graphical bugs, slow UI |
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