Support Options

NMS offers customers a range of support options that are designed to suit a variety of circumstances.

All support services offered include both telephone and remote service. We use a wide range of remote access tools including WebEx Support, Remote Desktop and Logmein.

All supported customers may access our online ticketing system to log issues, track resolutions and search the knowledge base to find answers to frequently asked questions.

Software Assurance Programme

The Adaptive Software Assurance Programme is designed to provide first-class support for businesses who use the Adaptive products in a mission-critical way. Key features are:

  • Telephone support with two-hour response to initial call;
  • Priority access to highly-trained engineers and support developers;
  • Remote assistance and monitoring;
  • Monthly Adaptive Server / Call Recorder computer health check - to identify potential Adaptive problems and enable preventative action;
  • Accelerated feature requests and access to beta software;
  • Discounted software modifications and customisations;
  • Free upgrade to future versions of the purchased products.

The Software Assurance Programme is paid for by monthly subscription and is subject to a minimum term of three years.

Ad-hoc Support

Customers with small or non-mission-critical systems may choose to pre-purchase support time. Once purchased, this time can then be used as and when needed. The service level for pre-purchased support is four working hours response to call. Support time can be purchased in multiples of five hours.

Unsupported Customers

NMS will provide support services for unsupported customers, paid for in advance by credit or debit card. There is no service level associated and it can take around 2 working days to process an order and collect payment.