Guidelines to follow before opening a Support Enquiry
Prepared by:
Silvia Regis		 N°:
D-509/1-NXS-DOC
Approved by:
Sarah Dryell		 Signature:
 		 Date:
30/05/2006		 Amended:
D


General HowTo’s

Guidelines to follow
before opening a
Support Enquiry




Index

  1. Understanding your support request entitlements
  2. Defining the problem
  3. Gather Relevant Diagnostic Information




Before contacting the NoMachine support team

These guidelines are intended for NX customers who have purchased one of the official NoMachine NX Server Subsriptions either from the NoMachine website or from an official NoMachine partner.

In order to understand and resolve support requests quickly and accurately it is important that you understand and take the following steps before contacting the NoMachine Support Center. This will allow the team to evaluate the problem and deal with it accordingly and promptly.

Understanding your support request entitlements.

  • Is your enquiry associated to a feature of the Subscription you are using?

    • If you wish to notify us of a bug and open investigation, make sure that the bug you are reporting is connected to a functionality that is part of the scope of coverage of the specific Subsription you have purchased. For example, as a NX Server Small Business Subscription customer, the team will not open an investigation for problems with the Guest User functionality. This particular feature is part of the NX Enterprise and NX Advanced Server Subscriptions. To be certain about what is covered in the Support Services with your Subscription see here.

  • Have you purchased NX Server Subscription with Premium options?

    • Customers who have subscribed to one of our extended programs will be ablYou will be able to submit your enquiry via the web-based Support Center or by phone. Make sure you have your Customer ID to hand for verification. Please check the What You Get and Features sections to make sure you understand the response time and scope of coverage. Support phone numbers can be found in the Contact Us section of the website under Customer Services and Support.

  • Have you purchased a Subscription which is not a Premium option?

    • Customers who have a standard Subscription are not entitled to submit enquiries by phone, and should proceed to the Support Center where they can log in and submit from there. Please check the What You Get and Features sections to make sure you understand the response time and scope of coverage for your chosen Subscription.

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    Defining the problem

    If you need to contact NoMachine for assistance, you will have to gather information about your problem. Below is an example of what will initially have to be communicated to the Support Team when opening a Support Enquiry.

    Please note that beta versions of software are not covered by Support Services.

    1. What version of NoMachine NX Node, NXServer and NX Client are you running?
    2. On which operating system?
    3. Have you obtained the latest package from the NoMachine website?
    4. What steps led to the failure?
    5. Can the problem be recreated? If so, what steps are required?
    6. Have any changes been made to the system that might have triggered the issue?
    7. Were any messages or other diagnostic information produced? If yes, what were they?
    8. Were there any error number(s) or any messages received during the time of issue?

    Note that this is not an exhaustive list. The customer might be asked for further information according to the issue they are reporting.

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    Gather Relevant Diagnostic Information

    The logs from both the NX Server, NX Node and NX Client are vital for our technicians to diagnose your problem efficiently and in a timely manner. It is recommended to have extracted them prior to the opening of the enquiry so that vital time is not lost in follow-ups requesting the logs. Make sure you follow the extraction procedure explained in "Providing useful information when requesting support". After which you can log in to the Support Center with your customer ID and proceed with the opening of your enquiry as normal. The Support Center accepts attachments and you should therefore attach your logs along with your enquiry. If, for some reason, you have problems with attaching logs, they will need to be sent direct to the team after you have opened an initial investigation by inserting the correct Enquiry ID code in the subject field.

    IMPORTANT:

    Our job is to ensure that the software works as expected with the various OSes that we support, and that the features it sports work accordingly. We also test the software with many distributions and many combinations of different applications. Unfortunately, we can't support all possible Linux applications, nor all possible combinations of environment configuration and thus we urge our customers to use the evaluation software in order to verify the interactive compatibility with their chosen platform and applications (please see http://www.nomachine.com/supported-applications). This period of evaluation is also fundamental for customers to assess the suitablility of the software in their specific set-up and if the software fits their required feature specifications. On purchasing the software the customer is openly accepting that the software fulfills the requirements at its present released state (please see our EULA). NoMachine will not take reponsibility for malfunctioning of NX software with third-party products that it does not claim to interact with, nor can it be responsible for NX software that does not fit the specific requirements of the customer because of its limitations.

    Further useful information::

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