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Support Guide

Contacting Support

Nextgen Software Support Portal - is the only channel of contact that will provide the ability to submit and manage support cases for Nextgen Software product.

Maintenance services and support offerings

Nextgen Software offers three support offerings designed to meet your business needs and help you maximize your software investment. With all support offering levels, you will have access to trained Nextgen Software Support Engineers.

Nextgen Software provides localized support in both English and Romanian languages.

Nextgen Software portal will provide access to the following components:

Support program components Standard Critical Premier
Service request logging - web, telephone and e-mail
Service request management
New releases
Maintenance updates
Service packs or patches
Product documentation
Product downloads and documentation
Product information
Product notifications
Knowledge Base
Multi-media knowledge base
Support profile
Business critical hours (24x7) •*
Designated Support Account Manager (SAM)
Onsite visits
Priority response time and service request routing
Proactive support and incident prioritization
Customized reporting
Personalized product communications
Annual discussion with Product Manager
" * " - Available as an option for our product. There is some product that requires “Support Critic”. See your sales account representative for details.

Standard Support

Standard Support is available during regular business hours for a single geographic region as defined by the support region (Americas, EMEA or Asia Pacific).

Service requests can be accessed through or by email at

With the purchase of Standard Support customers receives the following elements of service:

• Ability to download the latest releases, patches, corrections, enhancements and upgrades for Nextgen Software product as they are made generally available on

• Access to service request logging regarding operational/technical aspects of your software by email at or by registering on the portal

• Ability to use online Service Request to create, update and review support cases at

• Access to Nextgen Software documentation on

• Access to the latest product information on

• Receive proactive e-mail notifications of new releases and critical patches.

Critical Support

Customers who require 24x7 support can purchase Business Critical Support. If your support requirements are around the clock – Critic Support is the right choice. This service provides 24x7 support for severity level 1 issues as well as 24x5 support for all other severity levels. This means our Critical Support customers receive full 24x5 support Monday through Friday and severity level 1 support during weekends and public holidays. Business Critical Support is available for most of our product, and for some product Business Critical Support service level is required.

Premier Support

Our highest service level offering is designed for customers with complex environments requiring a closer service relationship and a more proactive approach to support service delivery. This offering is particularly suited for customers whose business depends on Nextgen Software product and solution.

One of the key features under Premier is the provision of a Support Account Manager (SAM). The SAM will act as a trusted advisor and will operate as an extension of your own support team, focusing on your individual business requirements.

This is a highly personalized and proactive support service for Nextgen Software solution. Premier Support pricings are set together with an account manager from Nextgen Software.

Service level features under Premier Support include:

• All the features included with either Standard or Critical which the Premier Support service overlays;

• A dedicated Support Account Manager;

• Access to our most experienced Nextgen Software Support Engineers;

• Faster response times;

• Site visits and regular activity review calls.

Support contacts and registration

Nextgen Software SRL:

• via: and e-mail at for service request logging and service request management;

• Work hours: 9:00 - 18:00, +2 GMT, from Monday to Friday.

Registration on Nextgen Software portal

When submitting a service request on Nextgen Software portal, we assign unique service request numbers (in the format “[##CaseID##]”) to all customer requests for assistance. These service request numbers allow Support to prioritize and track all service requests through resolution, and allow the customer to get a status update of their case via .

Nextgen Software “Product Support Lifecycle”

The “Product Support Lifecycle” at Nextgen Software portal describes the phases during which Nextgen Software product are eligible for patches (fixes), support and downloads from our support portal.

It is Nextgen Software policy to provide support and fixes in current versions of the software to supported customers; fixes to older versions are at Nextgen Software discretion.

We will attempt to answer questions on older versions of Nextgen Software product provided resources are available; however, we encourage customers using discontinued versions to upgrade to the currently supported version of the software.

Nextgen Software’s usual support policy is to provide support on both the current (n) and prior (n-1) versions of our product.

“Product Support Lifecycle” Phases

Full support

• Product is fully supported, generally available release/version;

• Includes the most current released version of a product and one or more prior releases;

• Enhancement requests for this release are accepted and may be considered for future releases;

• Maintenance releases and/or hot fixes are periodically made available for this release;

• Release/version is fully supported by both Support and Development;

• Release/version is available for download from

Limited support

• Support is available for this release/version, and we will use best efforts to provide known workarounds or fixes;

• No new code fixes will be generated except under extreme circumstances and at our discretion;

• Enhancement requests are not accepted;

• Customers are encouraged to plan an upgrade to a release/version on full support;

• Release/version is available for download from


• Includes release/versions which are retired/discontinued;

• No new patches or fixes will be created for this release;

• The release is not available for download from

• Support will be provided to assist with upgrading to a supported version;

• Support is not obligated to provide assistance on this version of the product.

Service request management process

Nextgen Software portal assigns unique service request numbers (in the format “[##CaseID##]”) to all customer requests for assistance. These service request numbers allow Support to prioritize and track all service requests through resolution, and allow the customer to get a status update of their case via

All service requests are assigned a severity level and are placed in a queue to be processed by the next available Support Engineer. Support Engineers take ownership of your service request and see it through to successful resolution.

The Support Engineer will contact the customer, gather any additional information needed, and will investigate to determine the proper course of action. This may require the engineer to re-create the issue, work with our development team, and work with the customer on their configuration of the software.

If the Support Engineer and development team determine that the issue is a product defect, a defect ID and priority will be assigned to the issue. If the defect is not a high priority, the defect ID will be provided to the customer and the support case will be closed. If the defect is a high priority and a hot fix will be created, the Support Engineer will notify the customer of its availability.

Case logging

Prior to logging a service request you may want to review these helpful tips:

• Check the online help;

• Check the Product Documentation included with your software;

• Check release notes and self-service Knowledge Base solution on

• Try to see if the problem is reproducible;

• Check to see if the problem is isolated to one machine or more; • Note any recent changes to your system and environment.

Contact Nextgen Software to open a service request

Submitting a service request can be done by accessing Requests for technical assistance can also be sent via e-mail to

Service Request severity levels and response times

All service requests register at or by e-mail are assigned a severity level from 1 to 4 based on the impact on your business. The customer determines the initial severity level when placing a request for assistance. Severity levels may be changed after initial contact and assessment of the issue from our support engineer. The following table defines the severity levels and the targeted initial response time for Standard and Premier Support.

Severity level Description Initial response Standard Initial response Premier Initial response Critical
Level 1 Critical business impact: Customer’s production use of our product on primary business service, major application or mission critical system is stopped or so severely impacted that the customer cannot reasonably continue work. / For severity level 1 problems, we will begin work on the problem within one hour of notification and handle as its highest priority until the customer is given a fix or workaround. Customer resources must be made available in severity level 1 situations and reasonably cooperate to resolve the issue. / Severity level 1 problems could have the following characteristics: •System hangs or crash situations •Data loss or data corruption •Critical functionality not available / Severity level 1 issues must be reported via telephone. Within 6 hours Within 3 hours Within 3 hours

Note: Severity level 1 service requests must be logged through e-mail at or on the portal

Severity level Description Initial response Standard Initial response Premier Initial response Critical
Level 2 Significant business impact: Important product features are unavailable with no acceptable work-around. Customer’s implementation or production use of our product in a primary business service, major applications or mission critical systems are functioning with limited capabilities or are unstable with periodic interruptions. The software may be operating but is severely restricted. / Severity level 2 problems could have the following characteristics: •Product error or failure forcing a restart or recovery •Severely degraded performance •Functionality unavailable but the system is able to operate in a restricted fashion Within 12 hours Within 6 hours Within 6 hours
Severity level Description Initial response Standard Initial response Premier Initial response Critical
Level 3 Minimal business impact: Product features unavailable but a workaround exists and the majority of software functions are still useable. Minor function/feature failure that the customer can easily circumvent or avoid. Customer’s work has minor loss of operational functionality. / Severity level 3 problems could have the following characteristics: •Error message with workaround •Minimal performance degradation •Incorrect product behavior with minor impact •Questions on product functionality or configuration during implementation Within 24 hours Within 12 hours Within 12 hours

Level 3 is the default severity level setting.

Severity level Description Initial response Standard Initial response Premier Initial response Critical
Level 4 Nominal business impact: Minor problem or question that does not affect the software function such as how to’s, documentation, general questions or enhancement requests. There is no impact to product usage or customer’s operations. / Severity level 4 problems could have the following characteristics: •General requests for advice on product usage •Clarification on product documentation or release notes •Product enhancement request Within 2 business day Within 8 hours Within 8 hours

Closing a service request

Requests for support (Service Requests) remain open until the customer is satisfied that the request can be closed. Exceptions to this policy apply to requests for product enhancements and product defects.

Re-opening service request

Customers can now re-open service requests that have been closed within 30 days of the close date. If a customer attempts to re-open a closed service request after 30 days, a new service request will be created with a link to the original case. Customers have the ability to re-open their closed service requests from the “My Requests” section of portal or by sending an e-mail at specifying the support technician that managed the case.

Product enhancements

Customers interested in submitting product enhancement requests can do so either via or by creating a service request at Depending on the product, enhancement requests may be submitted to Nextgen Software by logging into the product-specific customer portal and navigating to the appropriate section. For enhancements submitted by creating a case at, once documented, the request will be submitted into the enhancement review system, the identification number will be provided to the submitter, and the support case will be closed.

Product Management will review the open enhancement requests on a periodic basis and consider them for inclusion in a future product release. Product enhancements will not be considered or implemented in current or prior product releases. There is no guarantee that a specific enhancement request will be implemented in a future version of Nextgen Softwareproduct.

Product defects

If your issue is determined to be a defect in our software, it is recorded in our defect tracking system, a unique Defect Identifier (ID) will be provided and the support service request will be closed. Notifications of new product releases are e-mailed to customers who have configured their profile on the portal to receive product notifications.

Customers can review the release notes on to see if the issue has been addressed. We do not guarantee that all defects identified will be fixed in a future release of the product.

Product licensing

Nextgen Software product has license keys generated for their use. Some product requires a new license key when upgrading our software to a new release and/or patch. We also recommend that prior to any migration or upgrade of our product new licenses are confirmed as functioning properly as some license keys are machine and machine-name specific.