NoMachine NX - Support: Article


Added on:	2010-07-20

Last Modified:	2010-07-20

Applies to:	NX Licensing

Premium Subscription Phone Support Guidelines

Customers with premium subscriptions and phone support should use the either of following numbers to contact the NoMachine Support Teams:

Customer Services and Support in Germany
Tel. +49 711 83887071

Customer Services and Support in USA
Tel. +1 888 535 4426
Tel. +1 513 618 2647

NoMachine Business Hours are 9.00-18.00 Central European Time. If you require technical assistance via phone during Business Hours, customers can contact either of the numbers above to log a ticket via phone.

A support technician will then make sure the appropriate web-based ticket is opened to allow the enquiry to be tracked. Subsequent communication can be carried out either via phone or web. Customer follow-ups must be inserted in to the support center by the customer at a later stage. If this is not possible, please communicate this to the support technician who will make sure your follow-up is inserted on your behalf.

Critical Tickets
If you wish to log a Critical support ticket (4 hour response time) during Business Hours, the procedure above is applied.

To open Critical support tickets outside Business Hours, it is fundamental to open a ticket via the Support Portal to request a call back. A support engineer will be alerted and you will be contacted according to the Response Time parameters.