Nodeum - Support
Description of Nodeum Support offerings
Last Update : January 12th, 2021
This description of Nodeum's support services applies to customers who subscribe to the listed plans on or after the date of last update. The changes are not retroactive. If you are an existing customer as of that date, a description of your support service may be found below.
|API Status Updates||yes||yes||yes|
|Email and Web Support||yes||yes||yes|
|Dedicated Support||level 1||level 2|
Nodeum Support is available Monday - Friday during standard business hours (9:00 am - 5:00 pm GMT+1), excluding local holidays.
Expert Services Available (Contact Sales)
Additional Services Available (Contact Sales)
Nodeum supports major versions for one year after the first major iteration of that version was released (for example, we support Nodeum 1.80 for 1 year after Nodeum first minor release 1.80).
For versions that are supported, customers can raise issues via Nodeum support. If a bug is discovered, it will be prioritised and report on the portal dashboard. Once, it resolves you may require to upgrade to the version which includes the fix.
Software maintenance covers access to support and software product updates for the corresponding software license. Refer to your applicable Software License Agreement for specific terms of agreement. After the active maintenance period expires, the software will continue to be accessible, but you will not longer be able to use the workflow manager and move data. You don't access to software updates and bug fixing.
Support is open to system administrators and account holders. End-users will be redirected to a system administrator.
Customers are responsible for administering their own installations. Nodeum Support will provide guidance on how to do this. If you require further assistance with this level of implementation, please consider the following resources:
Nodeum interface with a variety of technologies. Front-end solutions like Web Servers, load balancers, SSL certificates, and Active Directory/LDAP repositories add functionality that is often critical to functioning of our products.
Nodeum will endeavour to provide documentation for integration with these 3rd party applications but does not provide support for 3rd party applications. We are unable to provide support when a failure in a 3rd party application occurs.
Nodeum does not offer support for beta releases.
There are many ways to customize and extend our software. We provide APIs, remote interfaces, SDK, and tools that allow users to automate their data management in their own ecosystem. However, our support for use of these integrations is limited.