Annual support and maintenance services for Next Plus is provided within the scope of the licensing price. The services start from the license(s) activation date and are provided as long as all the license(s) active.

ℹ️ All support services are provided for paid, active, registered, and personally named users only.

Cloud Deployment Support

Cloud deployment implementation includes the following services:

Remote support
Fixing of discovered software bugs
Continuous updates of Software versions, upon their release. Including security updates and software infrastructure upgrades

On-Premise Deployment Support

On-premise deployment implementation includes the following services:

Remote support
Fixing of discovered software bugs
Updates of Software versions, upon their release. Including security updates and software infrastructure upgrades

Specific Terms and Conditions

Remote support requires a full remote access to the server, on which the system is installed, and for each end unit of any kind, including BYOD
Bug fixes shall be supplied as part of the Software update service
Software update packages shall be sent to the customer using digital media of choice. It is under the responsibility of the customer to install the package on the Next Plus server in his environment
Only devices that meet the technical threshold conditions of the system will be supported

Since the system is installed on servers that are under customer responsibility, and that these servers may include additional software (and hardware) and connection to third-party software (or hardware). the support services do not cover:

Faults due to configuration changes in hardware, infrastructure, or IT.
Support for third-party software, including content display software (Solidworks Composer, ERP, PLM, etc.)
Installation or distribution of software upgrades and updates
System malfunctions on a non-up-to-date system, despite updates sent for more than six months

On Site Arrival

ℹ️ Currently applies to Israel only. We’ll let you know when we open a branch in an office nearby 🙂.

In case that remote access cannot be provided, and arrival to customer’s site is required, the arrival shall be paid separately, according to the price list below:

Area in Israel for the arrival of the technician	Fee
From Gedera in the south, to Hadera in the north (excluding Jerusalem)	550 NIS
South of Gedera (excluding Eilat and the Dead Sea), north to Hadera or Jerusalem	700 NIS
Eilat, Arava and the region or the Dead Sea	950 NIS

ℹ️ In case that after arrival and identification of the fault, it is discovered that the fault is not within the scope of the support or warranty services: The customer shall pay the arrival fee and for the total hours of work done on site, according to a fixed and known hourly price of - 330 NIS.

SLA (Service Level)

Methods of Opening a Service Ticket

Service tickets can be opened in one of the following ways:

Customer support portal: https://success.nextplus.io/
Email: [email protected]
Phone call: +972-55-966-2665

Operation Hours

Support Center - Phone calls, emails, e-meetings: Sunday to Thursday from 8:30 to 17:00 IST
Support Center off time - Critical faults call center - 24 Hours a day, seven days a week

Classification Levels

Upon receival of a service ticket, each ticket shall be classified into one of two levels, and will be treated accordingly.

Classification is made according to consideration of N.P.O. Systems support team.

Ticket classification

Critical – a system that is disabled or one of its main modules, or features, does not work. Handling shall begin within 4 hours from opening the service ticket, and the fault shall be addressed as quickly as possible.

Important – the fault affects a non-critical part of the system. Handling shall begin within two business days from opening the service ticket, and the fault addressed as quickly as possible.

The service process shall be carried out with full transparency. The POC, defined by the customer, shall be fully informed with continuous updates on the status of the ticket.