NoMachine Enterprise Support

Extended support for your organization

NoMachine Enterprise Support

Peace of mind around the clock

All Enterprise Product Subscriptions come with Standard Support which includes software updates and technical assistance with 24 hours of response time, Monday to Friday. For customers who want additional peace of mind through round-the-clock coverage, including weekends and public holidays, NoMachine offers additional support options, named Premium and Mission levels, providing faster response times and phone support 24h a day, to connect you with our support engineers all week, any day any time.

Three Levels of Support

Standard Support is included with every Enterprise subscription, while Premium Support and Mission Support provide enhanced service levels and priority response times for more demanding environments. Review the details of each support tier below. For full terms and conditions, please refer to the Support Services Agreement.

Standard Support

This level is standard for all active Enterprise product subscriptions. You can submit unlimited enquiries through the web-based support portal for any issue related to your installation. NoMachine experts will respond within 24h, Monday to Friday, 9-18 CET.

Premium Support

A Premium Support agreement extends standard support further by providing unlimited support requests via both phone and the support portal. Premium Support enquiries receive priority handling over Standard Support requests, with response times of 24 hours, 7 days a week and 4 hours for Critical issues, including public holidays. The annual cost of Premium Support is 40% of your total NoMachine software and NoMachine Network deployment value, subject to a minimum annual subscription spend of $10,000. For example, a deployment with an annual subscription value of $10,000 would require a Premium Support subscription of $4,000 per year. To receive a quotation and arrange a Premium Support agreement, please get in touch with our Sales Department.

Mission Support

Mission Support is designed for mission-critical environments that require the highest level of support coverage. It provides unlimited requests through the support portal and via phone, with enquiries receiving priority handling over both Premium and Standard Support. Our support team responds to all enquiries, regardless of severity, within 1 hour, 7 days a week, including public holidays. The annual cost of Mission Support is 60% of your total NoMachine software and NoMachine Network deployment value, subject to a minimum annual subscription spend of $20,000. For example, a deployment with an annual subscription value of $20,000 would require a Mission Support subscription of $12,000 per year. To receive a quotation and arrange a Mission Support agreement, please get in touch with our Sales Department.

Besides the Standard Support, that comes included with every NoMachine Enterprise subscription, NoMachine comes with two additional levels of Enterprise Support, named Premium and Mission. Check here for the feature comparison of the three levels of NoMachine support.

NoMachine Premium Support

Unlimited support enquiries through the support portal or by phone with priority handling over Standard Support cases. Our support engineers respond within 24 hours, 7 days a week and within 4 hours for critical-severity issues, including public holidays.

Features

Request

NoMachine Mission Support

Unlimited support enquiries through the support portal or by phone with priority handling over Standard and Premium Support cases. Our support engineers respond within 1 hour regardless of the severity, 7 days a week, including public holidays.

Features

Request

NoMachine Enterprise Products

Secure, scalable remote access for any infrastructure

NoMachine Enterprise products provide the most-comprehensive solutions to connect users to their remote desktops securely and efficiently. Our software empowers professionals and businesses of any size to control and manage remote access to any desktop computer or PC, whatever operating system it's running on. Three distinct product families are available for any remote computing scenario, offering the flexibility to meet a wide range of infrastructure and scalability requirements. All NoMachine Enterprise products are available for evaluation. Simply create an account and login to generate a free 14-day evaluation license.