An Account Engineer is assigned to supervise all service and support requirements for the customer’s satisfaction.
Remote Monitoring
The customer may be constantly protected through monitoring, identification and early warning of developing problems in installed equipment (VPN, SSH).
Problem Notifications
NOA will notify the customer about all occurring issues which can be traced back to hardware hosted by the Customer.
Remote Diagnostics
Due to the global character of NOA's customer base, remote troubleshooting is available to diagnose all technical problems and malfunctions.
Hotline Service
The customer is free to contact NOA's Support dept. for advisory support and product-related consulting.
Support Platform
The customer is granted access to a 24/7 online portal for easy support case management.
Information Service
The customer is provided with access to information about new programs, available updates and programs under development.
Knowledge Base
The customer is given access to a vast library of technical and user documentation, tutorials and FAQ’s.
Right to Upgrade
The customer is given a right to upgrade within major next releases.
for software created by NOA
Installer Availability
The customer is provided access to a repository containing binary installers of all purchased products in all their available releases through personalised FTP.
Constant Revision
The customer can benefit from constant revisions and corrections of identified bugs, errors and defects by applying free-of-charge bug fixes and patches.
Early Warning
NOA will inform the customer about all "critical patches" that are necessary to maintain the productivity and stability of the system.
Continuous Improvement
The customer is free to update and upgrade all purchased products to the latest available versions (both minor and major), to enjoy not only new features, but also improved safety and performance.
Version Migration Support
If required, NOA is ready to help the customer with standard software version migration planning and execution.
for hardware manufactured by NOA
Post-Warranty Hardware Support
NOA guarantees to provide spare parts for NOA hardware on reasonable conditions for the period of customary technical use, but no less than 7 years after the delivery.
Standard B2B Warranty
All identified and/or reproduced defects of NOA hardware are handled responsibly and transparently, in line with NOA's general Terms & Conditions.
Availability of Services
Reaction Time
A reaction time for all submitted support cases is guaranteed to not exceed the maximum of 1 day.
Support Personnel
NOA support engineers are available and execution of the granted services is provided during workdays between 9 am and 5 pm CET (UTC+1).
Reporting Channels
Message-based reporting channels are open around the clock (24 hours, 7 days a week) to allow the reporting and receipt of error messages even outside of business hours (online portal, email or fax).
Pricing
NOA offers a highly competitive and transparent way of calculating Service & Maintenance costs, which benefits all NOA customers, big and small, alike.
