Updated: September 20, 2021

1. Service Summary

Netsurion Technical Support is intended to assist users who are experiencing problems with normal operation of the product, as documented. Product updates (Enhancements / Features / Updates) are available to you through our website.

1.1 Trouble-Shooting and Remote Support

Netsurion Technical Support provides remote technical and troubleshooting assistance. Netsurion technical support engineers will deliver support and assist the customer by providing remote diagnostics, troubleshooting, and addressing any product-related issues. Incidents caused by software defects will be addressed by providing corrective product updates containing fixes that may have already been released for all customers or with a fresh product update containing a specific fix to address the problem(s) reported.

All incidents reported to Netsurion Technical Support will be logged and managed via a specific ticket number. This unique number is used to track customer-reported problems, the description of the problem, and will contain a record of the progress / action taken until the case is closed.

You must provide Netsurion Technical Support or its authorized representative with administrator-level access to the Windows instance hosting Netsurion software and the application itself either through TeamViewer, VPN, or a comparable method. The absence of this administrator-level access will negatively impact the ability of the Netsurion Technical Support team or its authorized representative to deliver timely support.

If required for purposes of analysis and troubleshooting, diagnostic logs should be shared with Netsurion Technical Support Team. These logs should be uploaded on to Netsurion cloud storage. The diagnostic logs collected for purpose of analysis and troubleshooting will be auto-purged after a period of 90 calendar days from the cloud storage.

1.2 HealthCheck

Netsurion provides a free HealthCheck offering to its customers. This preventive maintenance offering is provided by Netsurion Technical Support to review current configurations and the environment of the server on which the Netsurion software has been installed. It is recommended that the HealthCheck be performed at least twice a year.

2. Support Delivery and Hours of Work

All problems logged to Netsurion Technical Support will be addressed on a best effort basis, Monday thru Friday, between 12:30-21:30 GMT (08:30 AM-5:30 PM Eastern Time) except U.S. holidays. If you feel your service request is not being addressed in a timely manner, you can escalate the matter to our Service Manager.

3. Contacts

Email Netsurion Technical Support at [email protected]
Call Netsurion Technical Support on Toll Free: 877.333.1433 (Option 5)
View product related updates here.

4. Netsurion Responsibilities

Provided you have paid all relevant licensing and support fees, Netsurion Technical Support will:

  • Provide services set forth in the Technical Support Description
  • Provide all Product Updates and Version Releases commercially released by Netsurion
  • Use its reasonable commercial efforts to resolve technical problems identified within Netsurion

As detailed in Section 1, Service Summary, Netsurion’s responsibilities are limited to ensuring to the best of our capabilities that the Netsurion software is functioning as configured at the customer site.