Scope of support and response times
Basic information on the duration until the first reaction.
Support for billing and subscription management issues and technical support for problem solving is available at all support levels. Advisory, proactive and administrative support is available through a NAVAX Partner Channel Partner or a maintenance contract and the NAVAX Customer Care Center.
NAVAX Support gives you fast access to our experienced and highly qualified IT support staff.
The NAVAX Customer Care Center is available for you from Monday to Friday from 08:00 to 17:00. Extended service hours can also be arranged individually. The majority of inquiries can be solved immediately by telephone and remote maintenance.
In addition, you have the possibility to create inquiries via e-mail and receive product updates and upgrades, online manuals and installation instructions via AppSource.
The initial response time is the time from the time the support request is submitted until you are contacted by a NAVAX support engineer who will begin processing. Time Frame for reply 1-2 Business days.