Nodeum - Support

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.

Nodeum Support is available Monday - Friday during standard business hours (9:00 am - 5:00 pm GMT+1), excluding local holidays.

Email and Web Support Includes

• Incident Support - Identifying and troubleshooting problems
• Identifying and creating bug reports
• Provide updates fixing troubleshooted problems
• Assistance with interpretation of Documentation

Dedicated Support Includes

• What is in the Email and Web Support plus
• Call Support Assistance with level 1 and level 2 assistance

Additional Services

Expert Services Available (Contact Sales)

Additional Services Available (Contact Sales)

• Implementation services including design, code development or reviews, and deployment support.
• Development of new code, or maintenance of existing code.

Email and Web and Dedicated Support Does Not Include

• Customers without a valid maintenance agreement
• Beta, end of life cycle of Product
• Troubleshooting and support of third party operating systems, hardware or platforms
• General implementation guidance or development questions or requests
• Product Training

GLOSSARY

End of Life Policy

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.

Eligibility and Software Maintenance

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.

Knowledge Prerequisites

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:

• Training
• Additionnal Professionnal Services
• Advanced Skills in operating system and storage infrastructure

Third-Party Product Integration

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.

Beta and Development Releases

Nodeum does not offer support for beta releases. 

Customization and Development Requests

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.