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Help Desk Terms and Conditions

  1. NMS Technical Services is offering Help Desk support to all customers at no charge. Terms and conditions of this service are subject to change at any time without notice.
     
  2. The service offered through Help Desk shall provide support for “Tier 1” issues only with standard NMS products. Examples of Tier 1 issues include, but are not limited to, problems or questions with installation, configuration, and general product questions. The service offered through Help Desk shall NOT include support of “Tier 2” and “Tier 3” issues with standard NMS products. Examples of Tier 2 and 3 issues include, but are not limited to, assistance with application development, debugging, suspected bugs or the distribution of patches.
     
  3. Only software products labeled “current” on the NMS web site shall be supported via Help Desk.
     
  4. Only hardware supported by software products labeled “current” on the NMS web site shall be supported via Help Desk.
     
  5. NMS will provide best effort resolution of all help requests with no regard to priority or severity.
     
  6. Hours of operation for Help Desk support, excluding holidays, shall be Monday through Friday, 8am to 8pm, EST/EDT for the U.S. and Canada, and Monday through Friday, 8am to 8pm, CET/CEST for Europe. All help request activity, including but not limited to correspondence, replication and testing on all new and existing help requests, will only take place during these hours.
     
  7. Customers must enter a login and password in order to use the Help Desk service. A login and password can be obtained by registering with NMS via the web site.
     
  8. New Help Requests may only be logged via the NMS web site.
     
  9. An automatic initial response will be generated and sent via email when a new help request is logged.
     
  10. Direct contact information of Help Desk engineers (i.e., phone number, email address, etc.) will not be provided to any customer under any circumstances.
     
  11. Email correspondence between Help Desk engineers and a customer will only occur through an established general email account (developer_helpdesk@nmss.com).
     
  12. Emails between Help Desk and the customer require the help request number be included in the title. Any email correspondence from a customer that does not include a valid and currently open request number in the title will be ignored and discarded.
     
  13. During business hours of operation, Help Desk engineers may call the customer if they deem it necessary, or at the customer’s request at the discretion of the Help Desk engineer.
     
  14. Help Requests may not be transferred from one customer contact to another under any circumstances.
     
  15. Only one issue or question may be handled per help request. Any new issues or questions introduced within an existing help request require the customer to submit a new help request.
     
  16. An NMS representative or a customer representative may, at any time, ask that a help request be referred from Help Desk to Technical Support.
     
  17. Confirmation of resolution of an open help request will be solicited from the customer prior to closing an open help request. However, NMS reserves the sole right to consider a help request resolved and, subsequently, close the help request.
     
  18. When a help request is closed, an email will be sent to the customer to confirm the resolution and reason code.
     
  19. Customers may not re-open a help request once it has been closed.

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