Support and Subscription (SnS) programs

Every IT purchasing decision must maximize your technology investment and improve system uptime. NComputing Support and Subscription (SnS) programs are designed to give you the resources you need, when you need them and to provide exceptional on-going value driven by our relentless commitment to customer satisfaction. Our support offerings encompass:

• Software updates and upgrades
• Online web resources
• Access to our knowledgeable and responsive Support Engineers.

Our SnS offerings enable:

• Upgrade benefits: Ongoing access to software upgrades, including major and minor releases and updates
• Enhanced response times: Defined service levels for time-to-respond based on severity of incident
• Unlimited support tickets: Predictable, fixed budget for support throughout subscription term
• Cost management: Multi-year plans enable you to obtain an additional discount and lock in a price
• Operational efficiency: No need for purchase negotiations and contracts for software upgrades

Basic Support

NComputing basic support provides email or phone support during local business hours. You also have 24x7 access to online support resources and the support community.

Basic support for 1 year is included with the purchase of all NComputing products.

Features:

• Email or phone support during local business hours*
• Up to 10 trouble tickets per organization
• 24x7 access to online resources:
• Software Download Center for applicable updates and release notes
• Technical knowledge base for fast and easy access to solutions
• NComputing support community discussions
• Latest user documentation, reference and video installation guides

*For specific business hours within your region, see the support overview

Standard Support and Subscription (SnS)

NComputing Standard Support and Subscription (SnS) program is designed for customers who require regular software upgrades, unlimited support tickets and faster response times.

Standard SnS is available as a per Concurrent User (CCU), yearly subscription for:

Features:

All the features included with Basic Support, PLUS

• Unlimited number of trouble tickets per organization per year
• Additional access to software upgrades (including minor and major releases) via our Software Download Center
• Higher prioritization in support ticket queue
• Subscription to proactive product and support notifications

Premium Support and Subscription (SnS)

NComputing Premium Support and Subscription (SnS) is our highest service level offering designed for customers with complex environments requireing regular software upgrades, unlimited support tickets, faster response times, 24x7 support access, and consultations with our senior technical experts.

Premium SnS is available as a per Concurrent User (CCU), yearly subscription for:

Features:

• 24x7 support access by phone, web or email
• Unlimited number of trouble tickets per organization per year
• Additional access to software upgrades (including minor and major releases) via our Software Download Center
• Higher prioritization in support ticket queue
• Subscription to proactive product and support notifications
• Consultations with our senior technical experts

NComputing Hardware Support

NComputing stands behind the quality of each device we make by including a standard 3-year hardware warranty. For customers who want an extra level of protection and to guarantee hardware availability, NComputing offers:

Extended Hardware Warranty

Extend your standard hardware warranty with a 1-year or 2-year extension to your standard 3-year hardware warranty.

Advance Hardware Replacement

Receive replacement hardware within a specified response time shipped from the closest NComputing service center.