Service & Support

Helping You through Uptime & Downtime

TOP-NOTCH SUPPORT FOR EXCELLENT RESULTS

Flexible Service Levels to Fit Every Business Model

NEOX Platinum Support
NEOX GOld Support
NEOX Silver Support
SUPPORT SERVICE SILVER GOLD PLATINUM
Technical support via Ticket system, e-mail and telephone 1)
Quarterly software updates 2)
Bring-in guarantee for hardware defects 3)
Advanced Replacement for hardware defects 4)
Onsite Stand-by Replacement Hardware 5)

1) Support enquiries can be made 24×7 in German and English via our ticket system by e-mail to support[at]neox-networks.com or by telephone Monday to Friday between 09:00 and 17:00, except on German public holidays, on +49 6103 37 666 80.

2) Only for PacketLion, PacketTiger and PacketWolf. PacketRaven Network TAPs have pre-installed firmware that does not require updates.

3) Repair or replacement of the product in the event of a fault as soon as possible after sending in the device.

4) Advance replacement of the device in the event of a fault on the next working day, taking into account national public holidays and public holidays in the customer’s region. If the fault is reported and a hardware defect is identified by 13:00, we will generally dispatch a replacement device on the same working day (otherwise on the next working day); in large parts of Europe, this is usually delivered by our shipping service provider DHL Express on the next working day. NEOX NETWORKS GmbH has no influence on the time of delivery once the consignment has been handed over to the service provider.

5) In the event of a fault, PacketLion, PacketTiger and PacketWolf appliances activate the onsite standby replacement hardware and can be
used immediately by the customer.

SERVICE-LEVEL AGREEMENT FOR GOLD, SILVER & PLATINUM SUPPORT

Response time  8 x 5 x 4 (09:00 to 17:00 Daily, 5-Days a Week: Monday – Friday, 4 Hour Response)

  • The first component of the response time means that the business hours are 8 hours, from 09:00 to 17:00 German local time. The second component means that the business hours apply 5 days a week, from Monday to Friday (excluding German public holidays). The third component is the response time of 4 hours.
  • The response time begins when we receive your support enquiry during business hours. If we receive your support enquiry outside of business hours, the response time begins at the start of business hours on the next working day.
  • For example, if we receive your support enquiry on a Monday at 10:00 a.m., we must respond by 2:00 p.m. on the same working day at the latest. If your support enquiry reaches us on a Tuesday at 2.00 a.m., for example, we must respond by 1.00 p.m. on the same working day at the latest (as the response time in this case begins at the start of business hours at 9.00 a.m.).
  • Ideally, our trained support staff will provide a solution to your problem during the response time. However, a response can also mean simple feedback from our support team.

PRIORITIZATION OF SUPPORT TICKETS OPENED BY THE CUSTOMER

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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