Skip to main content

Support

NextLabs Enterprise Support is based on the belief that with knowledge sharing, hands-on collaboration, and prompt response every step of the way, customers will realize value quickly and gain true business alignment in data protection and information security control. Our products are backed by a range of support offerings with telephone, email, and online support through a variety of customer support packages.

NextLabs team of Support Engineers delivers technical assistance to you for all NextLabs products, leveraging their Control Center expertise and deep knowledge of security and compliance. The team is positioned across the globe to provide 24x7x365 coverage, and can be contacted by phone, email, or online via NextLabs Support Portal.

Enterprise Support

NextLabs offers two levels of technical support – Gold and Platinum – that affords you the flexibility to select the plan that best meets your needs. Both programs include a formal escalation procedure that ensures effective resolution to all of your issues and questions. NextLabs Enterprise 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 NextLabs Customer Portal, which gives you online access to software downloads, product documentation, and an extensive knowledge base
  • Incident management by phone, email or through NextLabs Support Portal
  • Platinum or Gold Support Programs
  • Product updates and fixes
  • Email alerts for the latest product features

NextLabs Support Portal

The Nextlabs Support Portal lets you open, track, and update your organization’s technical support cases. Log and track issues through a one-step process.

 Support Portal 

NextLabs Customer Portal

Visit the NextLabs Customer Portal for the latest product documentation, software downloads, FAQs, patches, and tools. You will need to obtain a NextLabs Customer Portal user ID and password to access downloads. If you do not have a user name and password, please send an email to
support@nextlabs.com with your contact information.

Customer Portal

Support Programs

We offer a comprehensive suite of support programs.

Support ProgramsGoldPlatinum
Software Updates & MaintenanceYesYes
Email SupportYesYes
Telephone SupportYesYes
Proactive Support CommunicationYesYes
My 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.