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Support Policy

NovaStor Technical Support. Mission Statement


NovaStor Technical Support is committed to provide a high level of professional support to our customers and partners enabling their success with NovaStor’s software solutions and technologies.

Our support teams in the U.S. and Germany consist of highly qualified support engineers who identify with our customers’ goals. We aim to provide timely, accurate solutions to our customers by offering expertise and handing out appropriate sources of information and assistance.

NovaStor maintains a high level of technical knowledge and competency in our support engineers and provides the team opportunities to exceed.

Our customers’ and partners’ success with our products is considered as our responsibility: we listen to your input in order to assist with the continued improvement of our services and products.

Overview


The purpose of this document is to provide you with an overview of NovaStor’s support service options and information on how to access NovaStor Technical Support resources. The guidelines apply to support services for the following NovaStor products:

  • NovaBACKUP PC / Professional
  • NovaBACKUP Server
  • NovaBACKUP Business Essentials
  • NovaBACKUP Network
  • NovaBACKUP NAS
  • NovaStor xSP
  • NovaStor Remote Workforce
  • NovaStor DataCenter

Support Services Overview


NovaStor presents its customers with a range of support offerings that are designed to meet the support requirements of every customer who is in need of our assistance.

Online Support

NovaStor is offering a range of information material accessible to all our customers.

  • The NovaStor Knowledgebase is an on-line resource center that contains all publicly available information on NovaStor’s above listed products.
  • The Documentation section of NovaStor’s website offers product documentation and release notes for all major release versions, and currently released products when available.
  • Training videos and webinars are available in the webinar section of NovaStor’s website and offer introductions to selected products as well as training units on selected core tasks of data protection with NovaStor products.
  • Email Support is available for all supported NovaStor products by submitting a support request online.
  • NovaStor’s Channel Partners may request a range of additional free support services designed for their needs. For details, please refer to the section NovaStor Support Services for ValueCREATE! Partners below.
Free Trial Support

For 15 consecutive calendar days starting with the date of either the registration of the evaluation software or the product registration, you may freely access the online support options, and submit your support requests online in order to receive an individual answer to your question from our support team within one business day.

Free Trial support is available for all of the above listed NovaStor products.

NovaCare Support Plans

NovaCare plans add phone support and free updates and upgrades to the online support, to ensure that you always have the latest product.

NovaCare support is designed to provide professional support for NovaStor products. NovaCare provides support to any employee using our software. We wish, however, to point out that online communication is most efficient and successful when IT professionals are involved at the customer site.

NovaCare support plans are available for NovaBACKUP PC / Professional, Server, Business Essentials, and Network. Each NovaCare support plan runs for a year starting with the date of purchase.

Products purchased as part of a subscription, include NovaCare support. As long as the subscription remains active, you are covered by NovaCare. To check your NovaCare support status, enter your key on our NovaCare page.

Per Incident Support

Per Incident Support adds individual call-back phone support with quick reaction time to the Basic Support options. Once the item has been purchased users receive the initial response from NovaStor’s support team within three business hours within NovaStor’s business hours.

Per Incident Support should be considered by home users as well as IT professionals such as administrators for all time-critical questions but restore support, which requires a different support service.

Per Incident Support is available for NovaBACKUP PC / Professional, Server, Business Essentials, Network and Remote Workforce upon request. Email onlinesales@novastor.com to request per-incident support.

xSP Support Plan

The xSP Support Plan is designed to provide all NovaBACKUP xSP customers with the technical assistance they require for the successful operation of a data protection service.

The xSP Support Plan adds individual online support as well as phone support on a call-back-basis (also defined as Per Incident Support) to the online support options. Reaction time for online support is one business day, for local phone support three hours within NovaStor’s business hours. Email xsp@novastor.com to request per-incedent support for NovaStor xSP.

NovaStor recommends the xSP Support Plan to all service providers who are providing a backup service with NovaBACKUP xSP.

The xSP Support Plan is only available for NovaBACKUP xSP and runs for a year’s time.

Maintenance Support Plans

The NovaStor DataCenter and Remote Workforce products include a Maintenance Support Plan, which is designed to provide all of the above mentioned customers with the technical assistance they require for the successful operation of a data protection service.

The maintenance plan for these products is due annually and includes both support and product updates and upgrades.

Restore Support

Restore support is available at no additional change for customers with an active NovaCare plan. Restore support can be requested by submitting a support request online or calling our NovaStor support number. Restore support is available for all of the above listed NovaStor products.

Please note: A successful data restore depends on the measures that customers have taken to protect their data. NovaStor can therefore not guarantee a successful restore, but support customers in an optimal manner during the process.

Complementary Support Services


In addition to the standard support services described above NovaStor is offering a range of services upon individual arrangement.

Setup Assistance Support

Setup Assistance support is available at no charge to NovaBACKUP Server, Business Essentials, Network and NAS customers. Upon purchasing any of these products, customers will receive a link to schedule a Setup Assistance call with a NovaStor’s support engineer.

These customers are entitled to receive a phone call at the scheduled time and date and a remote assistance session from NovaStor’s support team to help them install and configure the software on their system.

NovaStor DataCenter, xSP and Remote Workforce customers are eligible to receive remote installation, training and setup assistance.

NovaStor Support Services for ValueCREATE! Partners


As part of NovaStor’s partner program ValueCREATE!, NovaStor grants partners a number of additional support services depending on the active partnership level.

Please refer to the table below for services available for each partnership level. Unless described above we have added a short service description below the table.

Beyond the Support Services for ValueCREATE! Partners, all NovaStor support packages are available to NovaStor’s ValueCREATE! Partners at the standard discount.

NovaStor Support Services for ValueCREATE! Partners


NFR-Licenses

NovaStor equips ValueCREATE! partners with Not-for-resale licenses that allow partners to evaluate one or more NovaStor product/s over a longer time than the standard evaluation period. "Not for Resale" Licenses, are licenses for evaluation and demonstration purposes only and not for productive usage. NFR-Licenses are only available under the terms of NovaStor’s NFR Agreement. For further details please contact NovaStor at partner@novastor.com

Pre- & Post Sales Support

Certified and Premium Partner are entitled for pre- and post-sales services for projects with their customers.
For pre-sales services the partner should contact his NovaStor sales representative who will forward the request to our support team. For post-sales services the partner can use the standard online or email case submission. Note: a technical representative of the partner has to handle the support case. The right to receive support cannot be forwarded to the customer.

Beta-Program

As member of our Beta group you will be involved in the final stage of the release process of the product you have chosen. You have the chance to acquaint yourself with the new version prior to the launch and can report any bugs you might encounter as well as point out further improvement possibilities.

Onsite Protect

OnSite Protect is an exclusive NovaStor support service for ValueCREATE! partners. In order to support you during the installation at the customer site you may arrange for a NovaStor support engineer to be available by phone during a defined time span. In case you should face any problem during the on-site installation you may contact the NovaStor support engineer by phone as arranged in advance.

Support Request Processing


Whether you contact us via email or via the Support Request Form, we will promptly log your support request and quickly assign your issue to the appropriate support engineer. The following sections detail the life cycle of a support request and explain best practices, our processes and your options as the issue progresses. Here are general recommendations for contacting us by e-mail or website.

Submitting a Support Request Online

If you have an active Support Plan, have an unused Per Incident Support Request, or are entitled to Complementary Support, you can send a Support request from our website.

To send a support request, go to the Support Section of NovaStor’s website, and click "submit a ticket".

Once there, fill out the necessary fields, provide a detailed problem description and attach any/all system information and log files.

If you don't have an active NovaCare Plan, you can still submit a support request online to receive email-only support for any supported products. If you do not have an active NovaCare plan, but would like phone support talk to sales about buying a Per Incident Support Request, by emailing onlinesales@novastor.com.

Please use your Cleverbridge reference number or e-mail used at online purchase when submitting the Support Request Form. This is necessary as our Support Request System will identify you as a registered NovaStor Software user by your Cleverbridge number or e-mail address.

Support Request Ticketing

After you submitted your Support Request our Ticket System assigns a unique ticket number (Ticket ID) to your customer request for assistance. These ticket numbers allow NovaStor Support to prioritize and track all requests through resolution, and allow the customer to get a status update of their case via the Support section of our Website.

You will receive an e-mail with Ticket ID assigned to your request and the link to your support request in the support system. Always record your Ticket ID and please ensure that you have it readily available if you are calling or sending e-mail to our support team in reference to an existing case.

If you use a support plan that includes call-back phone support a support representative will call you soon after the submission to solve your problem.

You can view the status of your support request and annotate your request any time via the NovaStor Support Website. Use the link you received in the response mail to your case submission.

You can also close your support if you found a solution to your problem by yourself. In that case your Support Request will be automatically closed in SRS.

Support Request Closure

Excluding cases described in the above section a Support Request is typically closed when you confirm that a resolution is reached or if we do not hear back from you after three attempts to contact you over a ten days period. We may also close Support Requests if we cannot resolve, or chose not to resolve certain issues, with acknowledgment and agreement from you.

You will be notified by e-mail when your support request will be marked as "Closed". However you can always reopen your ticket by pressing "Reopen" button. Please be sure before reopen a particular Support Request Ticket that your comment is not a new support issue.

Customer Satisfaction Surveys

The services we offer and the services we will offer in the future are based largely on feedback from you. Your satisfaction with our services is the only way we measure our success. Thereto we conduct customer satisfaction surveys that give you the opportunity to let us know how we are doing.

Supported Versions of NovaStor Software Products


As a general policy, NovaStor Software supports each major version of our products from the time it is released until 18 months after the next major version becomes available. For example, we will normally discontinue support for version 16.x of a given product 18 months after version 17.x becomes available.

Documentation and related Knowledgebase articles for unsupported versions of NovaStor products remain available on the NovaStor Website. However, we do not accept Support Requests for discontinued versions.

NovaBACKUP PC / Professional, Server, Business Essentials, NAS, xSP and RWF
Current Version

Version : 18.x
Released : June 2016

Previous Version

Version : 17.x
Released: April 2015

Update and Upgrade Policy


We provide software releases to fix problems uncovered in our current products. We use two mechanisms to provide bug fixes:

Product Update

Updates provide important fixes to NovaStor products that could affect you. By keeping your software updated, you ensure that you are running on the latest version with all of the latest fixes. Product Updates are released regularly. To check your upgrade eligibility, visit our upgrade page.

The NovaStor E-mail notification system allows you to remain up-to-date on current events, latest updates for your products, as well as new product releases. To subscribe please check the appropriate box in your registration form.

Being a registered user of one or more NovaStor products, you are entitled to free updates to this product until a new major release is launched that changes the version number of the product in front of the dot, e.g. from version 16.5 to 17.0, in accordance with the specific update policy.

Product Upgrade

An Upgrade refers to a new version of NovaStor products that contain major enhancements, new features or significantly improved functionality, thus we are committed to further development of our software. However, NovaStor does not assume any obligations concerning any dates of new version releases. Upgrades are signified by a major version number change. For example, a major upgrade from version 16.x would be 17.x. If a new version of the software you purchased is released within 30 days of your purchase, you can get a free upgrade.

If you have an active NovaCare plan you are entitled to a free product upgrade. Upgrades are no longer available to purchase for the NovaBACKUP product line. If you do not have NovaCare, a full version will need to be purchased. Occasionally discounts are made available to help customers get updated to the latest version.

When purchasing the product initially it will include a full year of NovaCare, which entitles you to all new major releases and versions for as long as you maintain your NovaCare plan without interruption, as specified below.

If you purchased a NovaBACKUP product as part of a subscription plan, or you switched over to a subscription plan you are entitled to updates and upgrades as long as your subscription remains active.

If you purchased a NovaStor product that includes maintenance, it includes a full year of product updates and upgrades. As long as your maintenance remains active, you will continue to be entitled to product updates and upgrades. To check your upgrade eligibility, visit our upgrade page.

Product Upgrade Protection Policy


By purchasing a NovaStor product with NovaCare, maintenance or one of our subscription products, the customer ensures that their software is always kept up-to-date with the latest version of the software - without having to worry about any extra upgrade costs. NovaStor’s software continues to be developed and improved in response to customer needs and new technological advances, to ensure the best software is being provided. It is in the best interest of the customer to take advantage of these developments in the most cost-effective way.

During the term covered by NovaCare or maintenance plan, customers are entitled to receive all generally-released new versions of their NovaStor software title(s), including both updates and major releases, changes, service packs and patches for the product. In other words you can always download updates and upgrades for free, as long as your NovaCare or maintenance plan is active or as long as your subscription remains active.

If you have any questions about our NovaCare protection plans, please contact us at onlinesales@novastor.com.

Disclaimer


This document has been created for your convenience. Nothing in this document conveys a contractual right to you, or a commitment from NovaStor. NovaStor reserves the right to make changes and amendments to this document and change support policies referenced here at its discretion.