Support Regulations
Scope of support
Technical support is available and provided only to authorized Navixy Partners. Our support services are designed to assist with issues related directly to the Navixy platform and its functionalities.
PaaS (Platform as a Service) version
For the PaaS version of the Navixy platform, hosted in the Navixy Data Center, technical support is complimentary.
On-premise and cloud versions
For On-premise and Cloud versions of Navixy platform, deployed on the on-site server or cloud infrastructure (AWS, Microsoft Azure, Oracle, etc.), technical support is available on a monthly subscription basis and is provided on a consultative basis.
Support limitations
- Questions regarding third-party software, operating systems, network and server hardware are not covered by our technical support.
- Consultation on the configuration and installation of GPS hardware is not provided. For such issues, partners should contact the device manufacturer directly.
- Partners using the On-premise solution are responsible for the stable operation and maintenance of their servers and must comply with all technical requirements listed in our documentation.
Support channels
Technical support is provided via email after receiving a support ticket at support@navixy.com. Support is available in English and Spanish.
Response times
PaaS version
The guaranteed first reply time is 8 business hours. We strive to respond to initial requests as soon as possible, even on holidays and weekends.
On-premise and cloud versions
Requests are handled on weekdays from 05:00 to 13:00 UTC.
Response time is counted from the last received email from the authorized Navixy Partner or their technical specialists.
Support request requirements
To ensure efficient support, please include the following information in your support request:
- Detailed description of the issue
- Account and asset identifiers
- Particular elements/items related to the issue (object, report template, module, etc.)
- Description of the actions that caused the problem
- Screenshots, images, graphics, log files, etc.
- Any additional information requested by the support specialist
Please note:
- One ticket should contain only one question.
- A ticket is considered handled and preliminarily closed after sending a response to the Partner.
Service Level Agreement (SLA)
| Severity | Incident description | PaaS response | On-Premise response |
|---|---|---|---|
| Level 1 | The failure affects 100% of the features and 100% of the users | 2 hours | 3 hours |
| Level 2 | The failure affects several features or users | 4 hours | 6 hours |
| Level 3 | The failure affects a single feature or a user | 6 hours | 8 hours |
Changes to support regulations
Navixy may unilaterally change and modify its Technical Support Regulations. Such changes and modifications are obligatory for all Partners as soon as posted on the Navixy website.