Product / Service Support

NextGate provides support for our product and service customers that have a current support contract. If you presently do not have a support contract and would like to establish one, please e-mail new_customer_request@nextgate.com with your request.

For all of our support customers, you may contact us by phone or e-mail at:

• Phone: (US) 626-376-4222 or (UK) +44- 1-865-412-335
• E-mail: support@nextgate.com

Support incidents are given one of three severity levels:

Severity 1 (critical impact)

A “system down” situation, or the operation of a mission critical application is severely impacted by the problem and work cannot reasonably continue.

Contact: Call NextGate Support to log the problem: (US) 626-376-4222 or (UK) +44-1-865-412-335

Response time:

• Regular Hours: NextGate Support will return the call within 1 hour
• After Hours: NextGate Support will return the call within 1 hour

Severity 2 (significant impact)

System is operating with limited functionality; some features work, but others do not. The production server or application is considered unstable after service has been restored.

Contact: Call NextGate Support to log the problem: (US) 626-376-4222 or (UK) +44-1-865-412-335

Response time:

• Regular Hours: NextGate Support will return the call within 2 hours
• After Hours: NextGate Support will return the call within 2 hours

Severity 3 (minor impact)

An error that does not cause a significant portion or feature of the software to be inoperative, but it is certainly more than an irritant.

Contact: Send an e-mail to NextGate Support to log the issue at support@nextgate.com

Response time:

• Regular Hours: NextGate Support will respond within 4 hours
• After Hours: NextGate Support will respond on the next business day

Please have the following information available when contacting NextGate Support:

• What is the problem?
• When does the problem occur?
• Where does the problem occur?
• What is the extent of the problem?
• Is the problem reproducible?
• Is there a workaround available?
• What is the Business Impact of the problem?
• Outline all the troubleshooting you or your Level 1 support team has done prior to contacting NextGate Support

Product Key Request Process

If you would like to request a product key, please email support@nextgate.com with the following information:

• Customer Name
• Maximum EUIDs desired
• Database Schema Name
• Product
• Version
• Test or Production Environment
• sysinfo.log – GlassFish: user.dir/logs or JBoss: jboss.server.log.dir

For evaluation software and evaluation keys, please contact us at info@nextgate.com

Currently Supported Versions

NextGate Compatibility Matrix

The table below is the compatibility matrix for various versions NextGate’s products.

Product Release Cycles

For inquires on NextGate’s end-of-life policy (EOL), please contact support.