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Support & Services

Accelerate Results

NextLabs offers a range of options to help you achieve your entitlement management and enterprise digital rights management objectives. From providing outstanding telephone and email support, assigned technical support resources, and a self-service portal to advanced consulting services, training and data risk assessment—our goal is your success.

Enterprise Technical Support

NextLabs Enterprise Technical Support combines in-depth knowledge with the commitment to achieve optimal results for each case. Count on a rapid response when it matters most. Services include:

  • Access to the NextLabs Customer Portal, which gives you online access to software downloads, product documentation, and an extensive knowledge base
  • Platinum or Gold Support Programs
  • Email alerts for the latest product updates and feature enhancements

NextLabs Support Ticketing System

The Nextlabs Support Ticketing System lets customers open, track, and update your organization’s technical support cases. You can log and track issues through a one-step process.

Support Ticketing System

NextLabs Customer Portal

Customers can visit the NextLabs Customer Portal for the latest product documentation, software downloads, patches, and tools. You will need to obtain a NextLabs Customer Portal user ID and password to access downloads. To obtain a login, email support@nextlabs.com with your contact information.

Customer Portal

Consulting Services & Training

We’ll help you design, implement, and apply NextLabs solutions to accelerate results. From requirements definition, design, and integration to testing, process engineering and training, we’re here for you.

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Risk and Readiness Assessment

Call on us to help identify compliance gaps or improve existing compliance practices. We use an assessment methodology jointly developed with IBM and SAP to apply clearly defined metrics and ensure consistent, repeatable measurements.

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Support Programs

We offer a comprehensive suite of support programs.

Support ProgramsGoldPlatinum
Software Updates & MaintenanceYesYes
Email SupportYesYes
Telephone SupportYesYes
Proactive Support CommunicationYesYes
NextLabs Support PortalYesYes
Assigned Technical Support RepYesYes
Out-of-Hours P1 ResponseYesYes
Quarterly Account ReviewsNoYes
Holiday CoverageNoYes
Hours of Support Coverage24/524/7
Number of Allowed Callers510
Priority Escalation SLAsAcceleratedPremium

Email Support

Email NextLabs Technical Support at support@nextlabs.com.

Telephone Support

Contact Technical Support by phone at 650-356-4800.