NextReports Support Policy
The purchase and use of paid support service products sold and provided through www.next-reports.com by Advantage Software Factory (ASF) are governed by these Terms and Conditions, accepted by the customer during the purchase of paid support service products at www.next-reports.com.
Each NextReports Support plan may only be used by the www.next-reports.com account holder.
Individuals or organizations found abusing this offering will be disqualified at ASF’s discretion.
Prices for NextReports Support are shown for monthly terms billed in advance, and payments are non-refundable. There will be no refunds or credits for partial months of use or months without use on an active subscription account. In order to treat everyone equally, no exceptions will be made.
NextReports Support users may upgrade their plan at any time.
NextReports Support users may downgrade their plan at any time, to take effect at the beginning of the next billing cycle.
Gold package Services
- Free Support Forum
- Premium Support Forum
- 1 working day Response Time (1)
- Support Hours 9x5 (2)
- Roadmap Priority (3)
- Unlimited Cases per Month
1 - Tickets submitted under the Gold support plan are guaranteed a first-response by the end of 1 working day following a ticket's creation. Response time is defined as the time between receipt of the case and the time when a NextReports Support Team member begins working on the problem. Response time IS NOT defined as the time between the receipt of a case and problem resolution. The response time does not include non working days. The guaranteed first-response time does not apply to weekend days, Romanian official holidays and the following days: Christmas Eve, New Year's Eve
2 - Support working hours: 9x5 (Working hours: Monday to Friday, between 9.00 - 18.00, Time Zone GMT+2).
3 - Roadmap Priority is a list of high priority feature requests that will make their way faster into the main product. If we decide that your proposed features are an improvement to NextReports Suite, we will add them with high priority in the development process.
Cancellation and Termination
You are solely responsible for properly cancelling your subscription. An email or phone request to cancel your subscription is considered cancellation.
If you cancel your subscription before the end of your current month, your cancellation will take effect at the end of the current billing cycle and you will not be charged again.
ASF, at its sole discretion, has the right to suspend or terminate your NextReports Support subscription and refuse any and all current or future use of NextReports Support, or any other ASF service, for any reason at any time. Such termination of your NextReports Support subscription by ASF will result in the removal of your access to your support account, and the forfeiture and relinquishment of all support history in your account. ASF reserves the right to refuse service to anyone for any reason at any time.
Official technical support for NextReports products is only provided by ASF to NextReports Support subscribers. No guarantees of any kind are made for the speed or quality of technical support provided by community members in the forums.
Login details submitted through the NextReports website are stored in a secure, encrypted location.
You expressly understand and agree that ASF shall not be liable for any direct, indirect, incidental, special, consequential or exemplary damages, including but not limited to, damages for loss of profits, goodwill, use, data or other intangible losses (even if ASF has been advised of the possibility of such damages), resulting from: (i) the use or the inability to use the software in question; (ii) measures taken to troubleshoot issues and provide solutions; (iii) or any other matter relating to the NextReports Support subscription.
The failure of ASF to exercise or enforce any right or provision of the NextReports Support Policy shall not constitute a waiver of such right or provision. The NextReports Support Policy and the licenses to any NextReports products to which you have agreed constitute the entire agreement between you and ASF and govern your use of the Service, superseding any prior agreements between you and ASF (including, but not limited to, any prior versions of the NextReports Support Policy).