Support Response Times are based on the severity of the request.

Go to the Terms & Definitions page for definitions of capitalized words / phrase.

1. After-Hours Support is only available to customers with an Active Subscription for an Included Software Version and is contingent on staff availability, unless otherwise agreed upon. After-Hours Support is billed hourly, by incident.   

2. Bug Support is only available to customers with an Active Subscription for an Included Software Version. Bug fixes can be deployed as part of a future NorthScope Upgrade, using a Support Incident to install an Update, or using Technical Support to install an Update. The method for deploying fixes is at the sole discretion of NLP. Support for custom reports, features, or integrations that are not covered under Custom Feature Support is not included under Bug Support but would fall under Technical Support and will be billed accordingly. Response times are based on the current Support SLAs.

3. Upgrades are only available to customers with an Active Subscription and will consume one Support Incident. Upgrades must be scheduled a minimum of 7 days in advance and cannot be scheduled outside of the Support Desk Hours unless otherwise agreed upon by NLP. Customers that are not on an Included Software Version may be required to use Technical Support for upgrades at the sole discretion of NLP.

4. All services may be withheld or require payment in advance, for customers that do not have an Active Subscription. These services are not subject to the current Support SLAs and are at the sole discretion of NLP.

5. A Support Incident can only be used by a customer with an Active Subscription for an Included Software Version. Support Incidents can be used for Upgrades or Updates, but they cannot be used for After-Hours Support or Technical Support. Support Incidents that have not been used will expire at the end of the calendar year, they do not roll over into the next calendar year. Response times for Support Incidents are based on the current Support SLAs. 

6. Technical Support is provided at the sole discretion of NLP and is not subject to guaranteed SLA response times unless otherwise specified in a separate agreement.

7. Custom Feature Support is only guaranteed to customers with an Active Subscription on an Included Software Version and covers only the individual items listed under Custom Feature Support on your NorthScope Support Agreement. Fixes to custom items can be deployed as part of a future NorthScope Upgrade, using a Support Incident to install an Update, or using Technical Support to install an Update. The method for deploying fixes is at the sole discretion of NLP. All support relating to custom features not listed under Custom Feature Support falls under Technical Support and will be billed accordingly.

8. Support Agreements auto renew on January 1st. Support Agreements that contained additional prepaid Support Incidents will renew with same number of Support Incidents from the previous year and the additional prepaid Support Incidents will be billed at that time, unless cancelled in writing or email at least 30 days prior.  

9. Additional Support Incidents can be added anytime during a calendar year. However, unused Support Incidents are not subject to refunds or credits, nor can they be rolled over to a new year.

10. NLP will make their best effort to resolve issues to the satisfaction level of the requestor. However, NLP does not guarantee all issues will be resolved to that level.

11. The following services are beyond the scope of NLP Support:

    1. Assistance with non-NLP products, services or technologies, including implementation, administration or use of third-party enabling technologies such as databases, computer networks or communications systems.

    2. Assistance with installation or configuration of hardware, including computers, hard drives, networks or printers.

12. Unless otherwise specified, all NLP work will be performed during our Support Desk Hours.