Know what help is included.
The customer-hosted one-time licence includes one year of standard support. Dedicated hosting includes standard support during the paid service term. Each agreement records who can request help, when it is available and what work it covers.
Not yet availableHelp with the agreed product and workflows.
Coverage belongs to the purchasing organization and its agreed installation. Designated contacts raise requests through the private channel supplied with the agreement.
- Coverage dates
- For the one-time licence, support lasts 12 months from the agreed implementation acceptance/go-live date recorded in writing. Support expiry does not disable the purchased software.
- Included help
- Remote diagnosis of reproducible product defects, guidance on existing agreed workflows and applicable maintenance fixes for the supported release. Your team supplies steps to reproduce issues and approved access where needed.
- Hours & contacts
- The agreement names the support channel, designated contacts, business days, hours, time zone and holiday exclusions before purchase. This public enquiry address does not open a ticket or confirm coverage.
- Service allowance
- Any allowance for assistance sessions or staff time is stated before purchase. Additional assistance is quoted before charges are incurred. Standard support does not promise unlimited training, on-site visits or continuous staffing.
- Response & resolution
- A response acknowledges and assesses an issue; resolution may require diagnosis, customer input, a workaround or a release. Any priority levels and response targets must be agreed in writing. No fixed resolution time or round-the-clock service is promised here.
- Excluded work
- New features, custom reports, integrations, historical corrections, recurring payroll processing, repeat training, site visits and customer infrastructure administration are separately scoped services. A new requirement is a change request, rather than a product defect.
Continue using it. Choose your next support arrangement.
You can renew standard support, request paid assistance for a specific incident or arrange a paid visit. Renewal is optional; it does not happen automatically under the customer-hosted software licence.
Need-based work requires an agreed scope, fee and availability before it starts. It does not include standby coverage or a priority response unless expressly purchased. Unsupported older releases may need assessment or a quoted upgrade before an issue can be addressed.
Software fixes address failure of an agreed supported capability. Assistance helps you use it. Changes add or alter requirements. We classify the request and explain any separate charge before paid work begins.
Maintenance applies to the supported release during coverage. The agreement identifies that release and the maintenance/end-of-support policy, including security updates. Continued use is not a promise that an old version will remain secure or compatible forever; future legal or platform changes can require an upgrade.
Agree operation and exit before you start.
A one-time software licence and a hosted service have different operating costs and end conditions. Your organization owns its operational data under either arrangement.
- Customer hosting
- Your organization or appointed operator manages server security, access, updates, capacity, backup schedules and tested recovery. Product support alone does not monitor or back up your server. Recovery assistance can be quoted separately.
- Dedicated hosting
- NexinApps operates the agreed installation and database, deployment maintenance and contracted backup/recovery procedures. Capacity, storage, hosting region, access arrangements and any availability commitment are recorded before purchase.
- Backups & recovery
- The hosted agreement specifies frequency, retention, restore responsibilities and any recovery targets. A backup is not a guarantee of zero data loss. Your team still verifies operational records and controls staff access.
- Renewal & cancellation
- Hosted access depends on the paid service term. Billing period, renewal notice, price changes, cancellation notice and non-payment handling are stated upfront. A hosted subscription does not automatically grant a perpetual customer-hosted licence.
- Data handover
- Agree the export formats, request process, delivery window, access after cancellation, retention/deletion dates and any assistance charges before contracting. Handover covers your operational data; a move to customer hosting requires its own licence and implementation scope.
- Confidential records
- Use the agreed secure support channel and share only the data needed for the issue. Never send passwords, keys or full employee/payroll records to the public enquiry mailbox.
Choose coverage that fits your operation.
Existing customers use the channel in their agreement. For a new installation or optional coverage enquiry, contact us without including confidential records.