SERVICE LEVEL AGREEMENT
Nodus provides a variety of support plans for different products, from basic online self-support 24 hours a day, telephone or email personal support during the business hours to off-hour scheduled support.
Customer Service Support:
- Self Learning Option
This option allows customers 24/7 access to video tutorials on demand on the Nodus YouTube channel, product updates, tips and tricks, support hot topics, and more so that you can stay productive.
- Technical Personal Support
Customers may request personal support via email or telephone call. When personal support is requested, service technicians can resolve most issues quickly and directly. Nodus strives to respond to any problem service request within 3 business hours.
Nodus may charge for technical personal support depending on the products and circumstances.
For CCA, customers have 3 free support incidents come with each of their annual enhancement plan. Nodus also conducts free CCA training webinars weekly based on customers' requests.
For web-based products such as ePay and eStore Solution Stack, Nodus offers annual support plan to customers with their annual enhancement current. If a customer is enrolled in the annual support plan, they can have unlimited professional support calls related to the products as their benefit, as well as dedicated contact and priority services. Alternatively, customer can purchase per incident support.
- Off-Hour Standby Support
Nodus offers Off-hour Standby Customer Support to customers for the purpose to provide technical assistance with the Nodus software product(s) during customers' off-hour pre-scheduled upgrades, new implementation deployment, installation and/or maintenance. This service will be performed remotely with a customer's staff on site, via remote access, telephone communication or online conference tools. When a customer purchases this service, a specific support technician will be assigned to be on call during the arranged hours.
To speak with a technical support team member directly, call us at: (909) 482-4701 or submit a support request and one of our expert staff will assist you.
Support Hours: Monday - Friday 7:00AM to 5:00PM (Pacific Standard Time)