SUPPORT OVERVIEW
NMB’s comprehensive world-class support offerings reflect our commitment to ensuring our customers receive the best-in-class user experience. We provide a team of experts that respond to your questions and issues as they happen to ensure your operation always runs smoothly and efficiently.
Standard support (Bronze 1) is available Monday to Friday, from 08:00 to 17:30 EST.
SUPPORT PLAN OFFERINGS
NMB offers a baseline-level of support (Bronze 1) with all product purchases. We also offer options for additional support packages:
Bronze 1
Description of Services
Bronze Support 1 is included as standard in any subscription pricing. Support is provided Monday through Friday 08:00 – 17:30 EST, excl. Canadian holidays.
Bronze 2
Description of Services
Bronze Support 2 can be purchased against a premium support fee. Support is provided Monday through Friday 08:00 – 20:00 EST, excl. Canadian holidays. Support outside of business hours only for Severity Level 1 & 2 issues.
Silver
Description of Services
Silver Support can be purchased against a premium support fee. Support is provided Monday through Friday 08:00 – 22:00 EST, excl. Canadian holidays. Support outside of business hours only for Severity Level 1 & 2 issues.
Gold
Description of Services
Gold Support can be purchased against a premium support fee. The package is meant for any custom support hours (excl. Canadian holidays), to be approved according to the Commercial Authorization Matrix. Support outside of business hours only for Severity Level 1 & 2 issues.
Platinum
Description of Services
Platinum Support can be purchased against a premium support fee. Support is provided Monday through Sunday, incl. Canadian holidays (24*7*365). Support outside of business hours only for Severity level 1 & 2 issues.
*Where required, the customer can purchase additional support hours on an ad-hoc basis. Ad-hoc support is available on an hourly basis and must be agreed with the NMB Account Manager and Support Team in advance.