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.
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 contact us and provide your information.
Support Programs
We offer a comprehensive suite of support programs.
| Support Programs | Gold | Platinum |
|---|---|---|
| Software Updates & Maintenance |  |
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| Email Support | |
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| Telephone Support | |
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| Proactive Support Communication | |
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| NextLabs Support Portal | |
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| Assigned Technical Support Rep | |
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| Out-of-Hours P1 Response | |
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| Quarterly Account Reviews | |
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| Holiday Coverage | |
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| Hours of Support Coverage | 24/5 | 24/7 |
| Number of Allowed Callers | 5 | 10 |
| Priority Escalation SLAs | Accelerated | Premium |
Telephone Support
Contact Technical Support by phone at 650-356-4800.