NoMachine NX - Support: Subscription Details and Scope of Coverage

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Subscription Details and Scope of Coverage

NoMachine's wide range of subscription options do not only cover NX Products. Assistance is extended to a deep knowledge of system integration issues related to thin-client and virtual desktop environments, as well as Linux and Open Source products. Our support services deliver expert assistance to our customers in managing and maintaining their NX environment. Whichever option you choose you are guaranteed assistance from the engineers behind NX technology.

NoMachine offers customers a choice of support service levels according to the NX Server software they are using. You will see in the table below our complete range of subscription choices and what services are offered with them.

Please see the Subscription Services Level Agreement for details about the terms and conditions for each specific subscription type.

	Top Coverage

	Customers wishing to have a more complete coverage of their NX Server Subscription
installations can consider NoMachine's Top Coverage. Learn more...

	Pay-Per-Incident

Get quick web- based support, access your enquiry 24x7, 2 business days response time

Support Services

Enterprise
Desktop

Enterprise
Desktop
Premium

Small
Business
Server

Small
Business
Server
Premium

Enterprise
Server

Enterprise
Server
Premium

Advanced
Server

Advanced
Server
Premium

Advanced
Server
Node

Advanced
Server
Node
Premium

Phone support

Web-based support

On-site support by remote access

Immediate notification of critical security fixes to NX components

Access to NoMachine Support Center 24x7

Normal response time

2
business
days

1
business
day

5
business
days

1
business
day

2
business
days

1
business
day

2
business
days

1
business
day

2
business
days

1
business
day

Response time for severity issues "Critical"

N/A

4 hours

N/A

4 hours

N/A

4 hours

N/A

4 hours

N/A

4 hours

Business hours

9-18
CET
Mon-Fri

9-18
CET
Mon-Fri
(*)

9-18
CET
Mon-Fri

9-18
CET
Mon-Fri
(*)

9-18
CET
Mon-Fri

9-18
CET
Mon-Fri
(*)

9-18
CET
Mon-Fri

9-18
CET
Mon-Fri
(*)

9-18
CET
Mon-Fri

9-18
CET
Mon-Fri
(*)

(*) 24 x 7 for Severity "Critical".

For more information about the NX Server Subscription please see:
What is the NX Server Subscription Model?

Before buying, please make sure that you understand the terms and conditions of your support entitlement and check the list of supported applications.