Who defines what constitutes an acceptable solution to a problem that I submit?

The Support Team Professional will agree upon the definition of the problem with you when you open the support enquiry. If NX server, node or client logs are required, you should submit these according to the STP's indications, and any other information necessary to start an investigation.

The incident will be closed after the support team professional has delivered one or more suggested solutions to you. This can either be in the form of providing the appropriate online solution already available such as a Trouble Report (bug-related) or a Feature Request (software implementation). Or if a workaround has been provided directly in the follow-up to the customer, or a custom patch has been made available, confirmation of resolution from the customer is required for a support enquiry to be closed.

In the rare case that the STP is unable to deliver a solution, you will be notified and the case will be closed as unresolved.

Am I guaranteed a solution?

While our support professionals will endeavour to resolve your issue, NoMachine cannot guarantee to resolve all issues due to the diversity of our customers’ environment configurations.

Once I have reported a problem, can I leave it to NoMachine?

NoMachine may require additional information regarding the problem. We will contact you to discuss the issue and to collect any further information that may be required such as steps to reproduce the issue, or logs, or any other information pertinent to understanding why the issue occurred.

Can I be certain that NoMachine will provide support services should I require them?

NoMachine will provide you support services provided your subscription is valid (i.e it is not expired).  We will endeavour to provide assistance for all software products released for a period of two years after their last update. Once a release is made, the new version replaces the previously released software update, for example, NX 3.3.0 replaces NX 3.2.0. Customers will be required to upgrade in order to receive a permanent fix to any bug they reported in a previous version. NoMachine cannot guarantee a resolution to your problem should you decide to not upgrade for one reason or another.


How long do I have to wait for contact from the support team?

When you submit your support enquiry online in the Support Center, a support professional will be in touch within the response time stated in the scope of coverage.

What happens if I have a question after six in the evening or during the weekend?

You can use the online self-help knowledge base resources (Articles, Trouble Reports and Feature Requests sections). If you are using NX in a mission critical environment, you should consider upgrading your subscription level to Premium which will offer 4 hours response time for critical enquiries, and 1 business day for all other levels of enquiry. Premium service also provides phone support.

Before opening a Support Enquiry, please read this article:

https://www.nomachine.com/AR08C00243