Support

A team of professionals dedicated to your success

Nstein's Customer Care teams are committed to providing clients with the kind of assistance that will contribute significantly to the continued success of their businesses. The hours of operation for Nstein Customer Care Center (excluding statutory holidays) are:

Region	Hours of operation
North America	9:00 a.m. to 6:00 p.m. (EST)
France	9:00 a.m. to 6:00 p.m. (local time)
United Kingdom	9:00 a.m. to 5:00 p.m. (local time)

Incident Tracking & Response

Nstein's Customer Care agents are trained to identify the urgency and severity of each reported incident, and take swift and effective action. When responding to a call from a client, the Customer Care Center immediately assigns a case number to each incident in the Customer Care Case Management System, which is classified according to the following criteria:

Severity	Situation	Response time
Critical	Incident that renders the software to be inoperable by all users.	1 business day
High	The production system is seriously affected but users can proceed in limited fashion	3 business days
Medium	There is minimal impact on production system. The condition affects some functions, but does not affect all users.	5 business days
Low	There is no impact on production system. Queries include feature requests, functionality enhancements.	7 business days

Each incident is tracked along with the date of each request, description of the incident, pre-established severity, recommended solution and escalation monitoring process. When the incident is resolved immediately, the Customer Care Center documents the resolution directly in the Customer Care Case Management System and reports the result to the client.

Remote Connection Support

With client approval, Nstein will use a remote access connection to communicate directly with the client’s production, staging or development environment, as needed.

Documentation

Product and customer-specific documentation help are provided online, where available, to our clients.

Support Network

Nstein offers a secure Self Service Support Network to its Clients and Partners. The Support Network serves as a bi-directional communication channel to get feedback, exchange ideas and experiences as well as empower clients and partners in their deployment of Nstein's solutions. The site includes, where available, technical documentation, blogs and product downloads. Thru this channel, Clients  and Partners are invited to participate in future product enhancements.

Support and Maintenance Programs

To meet the needs of its clients, Nstein provides a variety of Support and Maintenance Programs:

	Standard Bronze	Silver	Gold	Enterprise Platinum
Availability	9-5 weekdays	9-9 weekdays	9-9 weekly	24/7
Minor Releases	Included	Included	Included	Included
Major Releases	Included	Included	Included	Included
Phone	Included	Included	Included	Included
Email	Included	Included	Included	Included
24x7				Included
Premium	Optional	Optional	Optional	Optional