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Support Services and Scope of Coverage

Your NoMachine annual subscription gets you direct access to NX technology experts, delivering a service that will help you maintain and manage NoMachine client and server set-ups. We are committed to delivering enterprise-class, worldwide support with a single objective in mind: your success. Assistance is extended to a deep knowledge of system integration issues related to thin-client technology, virtualization and cloud-based set-ups. Consult the tables below to see what services are offered with each of the enterprise-oriented Subscriptions and the Support Services Level Agreement for further details about the terms and conditions.

Round-the-clock assistance for mission-critical environments.

Cloud Server Family

Support Services
NoMachine Enterprise Desktop
Standard Premium
NoMachine Cloud Server
Standard 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 (business days)

2**

1

2

1

Response time for severity issues "Critical" (hours)

4

4

Business hours (9-18 CET Mon-Fri)

*

*

Length of service
1 year 1 year
1 year 1 year
(*) 24 x 7 for Severity "Critical".
(**) For single NoMachine Enterprise Desktop Subscriptions (not purchased as pack), response time is 5 Business days. Premium is not available.

Terminal Server Family

Support Services
NoMachine Workstation
Standard Premium
NoMachine Small Business Server
Standard Premium
NoMachine Terminal Server
Standard Premium
NoMachine Enterprise Terminal Server
Standard 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 (business days)

2**

1

3

1

2

1

2

1

Response time for severity issues "Critical" (hours)

4

4

4

4

Business hours (9-18 CET Mon-Fri)

*

*

*

*

Length of service
1 year 1 year
1 year 1 year
1 year 1 year
1 year 1 year
(*) 24 x 7 for Severity "Critical".
(**) For single NoMachine Workstation Subscriptions (not purchased as pack), response time is 5 Business days. Premium is not available.