NovaMind – Support

Für Einzel-Nutzer ist der Support deutschsprachig und kostenlos. Hierzu habe ich ein Support-Forum eingerichtet. Für Nutzer der XXL-Lizenz (70 bis unendlich viele Nutzer) in Unternehmen, Universitäten, Fachhochschulen und Schulen gibt es auf Wunsch einen englischsprachigen Spezial-Support (kostenpflichtig):
Some of our larger customers have asked us to provide a range of support options for group or enterprise rollout or in some cases just to be able to jump the queue on our free support. We looked at their requirements and what resources we have available, and the following are the services we now offer:
	Gold Level Serious business users of NovaMind and Schools and Universities who use NovaMind in their teaching need the assurance of top of the line support for their use of NovaMind. In consultation with business and educational users, we have come up with this unique plan to provide exactly the support services you need for an enterprise rollout of NovaMind. With Gold level support, your support requests are routed to a special email address which automatically highlights your request for our attention as soon as it is received. Your support requests are automatically put to the top of the list, ahead of even Silver support. You have four designated support contacts within your company/school/university who can submit support requests, and they can submit as many requests as they like during the course of the year. We will respond to the requests as soon as possible, but within 12 business hours maximum. Your contact people will be in direct communication with the engineers working on resolving the issue either by email, or where appropriate by iChat, iSight video chat, or Telephone. In addition, upon signature of a Non Disclosure Agreement, we will provide information about our development plans, goals and directions to the designated contacts, and you will have an opportunity to directly influence the directions we take NovaMind and the priority of implementation of various features. Note that if you purchase multiple copies of Gold Level Support, you will receive multiple years of Gold support service. Features: • Priority over Silver support. • Priority email address. • Unlimited support incidents for the whole year. • Response time: 12 business hours maximum. • Email, iChat and Phone contact with the actual engineers working on resolving the issue. • Four designated contact people in your company • Direct input into plans for future developments of NovaMind features • We share our development plans with you under NDA
	Silver Level We have received a number of requests to provide premium level support services for medium size deployments of NovaMind, and as a response to those requests we offer the Silver level support. With Silver level support, your support requests are routed to a special email address which automatically highlights your request for our attention as soon as it is received. You have two designated support contacts within your company/school/university who can submit support requests, and they can submit as many requests as they need to during the course of the year. We will respond to the requests as soon as possible, but within 12 business hours maximum. Your contact people will be in direct communication with the engineers working on resolving the issue either by email, or where appropriate by iChat. Note that if you purchase multiple copies of Silver Level Support, you will receive multiple years of Silver support service. Features: • Your requests are given priority over Bronze level support. • Priority email address. • Unlimited number of support incidents for the whole year. • Response time: 12 business hours maximum. • Email contact with the actual engineers working on resolving the issue. • iChat contact with the engineers where appropriate. • Two designated contact people in your company
	Bronze Level While NovaMind does provide free support on a best effort basis, we know that many of our customers are using NovaMind in important and mission critical ways and like the option of having the additional peace of mind that priority support provides. Bronze level support provides for priority treatment when resolving issues, and gives you the convenience of low cost and the ability to purchase on a per-incident or low volume basis. Features: • Your requests are given priority over standard (free) support. • Response time: 12 business hours maximum. • Email contact with the actual engineers working on resolving the issue.

Wir sind offizieller Partner von NovaMind Software Brisbane Australia