Ni3 Support

Ni3 is pleased to offer technical support to partners and direct customers who have a current Subscription or Maintenance Agreement with Ni3.

If you are an indirect customer who purchased Ni3 from a partner, please contact the partner for technical support.

Ni3 provides Support and Maintenance Services for any Major and Minor release for up to 2 years following the date of the general release of such Major/Minor Release; which includes all updates and upgrades to the software. If your version is no longer supported, Ni3 Support will assist you with any upgrade problems you encounter.

Ni3 Support Levels

Ni3 offers two different levels of support (Premium and Standard). To compare what each level offers, please see the Matrix below.

Maintenance

Customers who have an active Support and Maintenance contract receive access to all updates and patches. Ni3 encourages customers to apply new releases to obtain the latest features and bug fixes.

Support Hours

Business hours are defined as 9.00 to 18.00 CET, Monday through Friday, exclusive of major holidays.

Issues Not Covered by Ni3 Support   

• Feature enhancements
• Debugging code not written by Ni3
• Custom development or Configuration
• Training requests
• Integrating Ni3 into other applications
• Report modification
• Addition of data fields
• Business rule changes (such as scoring algorithms, etc.)
• Deployment of existing applications to new locations

When in doubt, please contact Ni3 Support with questions. If the issue is not covered by Ni3 Support, a Support Agent will direct you to the appropriate resource.