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Product Support
SMS Pro™ is supported a team of IT and safety professionals. We provide three forms of support; email, service ticket and phone. We want you to be happy using our product and know that product support is important.
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Multiple Service Levels for SMS Pro
NWDS offers high quality standard support. Additional services and extra support contracts can be purchased. We base our response times and the actions we take to resolve production problems on an assessment of the impact of the reported technical issue on your business. The more serious the business impact, the higher the assigned priority. In responding to a customer's service requests regarding SMS Pro, the following priority levels and corresponding response timeframe objectives have been established:
Target response time
(During normal business hours)
- Priority 1: 1 hours
- Priority 2: 2 hours
- Priority 3: 4 hours
- Priority 4: 1 business day
Find out more about priority definitions
Standard support
- Access to online support resources
- Email ticket support
- Telephone support
- 24/7/365 monitoring of the SMS Pro Web site
- Maintenance
- Updates
Premium support
- Targeted response times
- 24/7/365 emergency phone support
There are four different levels of support available. Standard support and SLA 1-3.
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Level
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Standard support
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Targeted response time
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Emergency phone support
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1
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2
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NBD
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3
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4 hours
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4
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4 hours
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24/7/365
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- NBD = Next Business Day
- 24/7/365 = 24 hours / 7 days a week / 365 days a year
- SLA level 3 targeted response time only applies to phone inquiries during office hours from 06.00-23.00 GMT 9
- SLA level 2-4 only are available to SMS Pro Dedicated customers
Prices
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Level
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1-2 division(s)
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3-5 divisions
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6-10 divisions
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10 division
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0
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$ 0
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$ 0
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$ 0
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$ 0
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1
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$750
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$730
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$710
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$700
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2
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$1750
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$1700
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$1650
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$1625
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3
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$ 2,150
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$2,000
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$1850
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$1775
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- Prices quoted are on a per division basis for the period of 1 year.
- In the case of emergency phone support a fee of $75.00 is charged per phonecall/ support request which is not directly resutling from a software failure caused by NWDS.
- All emergency support is dealt with in the English language unless agreed on differently
Standard support
- Access to online support resources
All SMS Pro customers have access to support resources such as the FAQ, documentation sheets, and other instruction resources available on the SMS Pro support website
- Access to the SMS Pro live-chat
All SMS Pro customers have access to the SMS Pro live-chat available via the SMS Pro support website. NWDS aims to have its live-chat available during office hours Monday through Friday from 07.00 until 18.00 GMT 9.
- Email ticket support
All SMS Pro customers have access to the SMS Pro's email ticket support via the SMS Pro application, or via support@nwds-ak.com. This service is normally available 24/7/365 and the NWDS support team aims to adequately answer all your questions within 1 business day.
- Telephone support
NWDS aims to be available to all its clients that require technical telephone support during office hours Monday till Friday from 06.00 until 22.00 GMT 9. The general support number is: 1 907 227 1676.
- 24/7/365 monitoring of the Web site and application software
NWDS aims to monitor the application Web site and software for all SMS Pro Domain Hosted and Dedicated customers 24/7/365. In case of a software error or server disruption, the NWDS development team will directly attempt to resolve the issue.
- Maintenance
All SMS Pro Domain Dedicated customers regularly receive scheduled maintenance services. In order to ensure no disruptions for the customers' operations, non-emergency maintenance is scheduled at fixed hours on Fridays from 21.00-23.00 a.m. and Saturdays from 08.00-12.00 a.m. GMT 9.
- Access to newly released patches and updates
All SMS Pro customers receive regular patches and updates to their SMS Pro software to assure optimal operation at all times and to adjust to changing demands by business units. NWDS develops and refines SMS Pro and major new releases are rolled out various times during the year.
Premium support
NWDS offers premium support to customers with a level 2, 3, or 4 service level agreement.
- Targeted response times
The targeted response time can be purchased as "4 hour response time" or "Next Business Day". 4 hour response time implies that the problem will be attended within four hours, next business day within one business day. NWDS aims to have one (or more, if necessary) system engineers work on the problem until the issue is fully resolved. NWDS however cannot under any circumstances provide full assurance that the reported problem is resolved within the response time, it can only provide assurance that the support request is analyzed and attended within the guaranteed response time and worked on full-time until the problem is resolved. Reported problems should be either communicated via normal phone or through the emergency phone support and should be accepted by one of NWDS' support employees. NWDS expects full cooperation and availability from the customer over the period the support request is dealt with. Problems reported via email ticket support do not fall under the targeted response agreement.
- 24/7/365 emergency phone support
NWDS offers SMS Pro Domain Dedicated customers with a level 4 service level agreement 24/7/365 emergency phone support. The service level agreement can only be purchased for all the SMS Pro Domain Dedicated applications of the customer. NWDS aims to be reachable at all times but cannot be held responsible for being unreachable should the phone system be experiencing downtime. For each emergency phone support enquiry, a $75.00 fee is charged to the client unless it is a direct result from the malfunctioning of SMS Pro software caused by a change implemented by NWDS.