Support

Nexvu Customer Support

Nexvu provides online and telephone spport. Extensive help screens and electronic user guide is available within the product and is very helpful to our customers as first step for most product related questions. However, we are available to take questions through our portal 24X7 and telephone calls during regular business hours.

Nexvu's support motto is to help our customers succeed. We realize that our products is an integral part of your business operation. This is the reason why we provide support to all our customers 24 hours a day, 365 days an year. Whether it is a basic question or complex product issue, our support services and expert technical analysts are available to effectively address your every need. To provide the best possible support services to our diverse customer base, Nexvu's knowledible support staff is eager to address each customer problem according to its impact on the customer's business operations.

In line with this attitude, we at Nexvu have identified various 'touch-points' for our customers. These touch-points make us more approachable to you. Whether you reach us by Online Support Interface, Email, Fax, Phone, Snail Mail, Online Messenger or a visit to our offices, our expert analysts are always standing by, ready to help.

Nexvu Product Support to Customers With Valid Support Plans for Maintenance

NEXVU's application maintenance service offers a choice of benefits and services including:

Web-based access to troubleshooting, online feedback and status tools
Toll-free call and with call back from technical support engineers to promptly answer your questions
Software upgrades and network management to optimize your product performance
Optional On-site assistance for troubleshooting and support
Optional customer assistance and consulting services
Optional High-level capacity planning
Optional Custom Configuration of Smart Groups and Interpretation Consulting
Additionally, NEXVU can provide installation service expertise for smooth equipment deployment and capacity planning.

Support for Nexvu Analyzer - Physical Appliance

In addition to above, NEXVU's customers who own or rent physical appliance version of nexvu Appliance Receive:

Callback 24X7 phone recovery support for rebuild of appliance and recovery of configuration and data.
Overnight dispatch of Nexvu Replacement Appliance

Support for Nexvu Analyzer and Nexvu Monitor for VMware

Nexvu supports customers using Nexvu products for VMware to monitor VMware virtual environments:

Nexvu provides technical support for Nexvu Analyzer in VMware virtual environments in an identical manner as Nexvu Analyzer is supported on other supported x86-based systems without requiring reproduction of issues on native hardware.
Should Nexvu have reason to identify the virtualization layer as the root cause of an issue, the customer will be directed to contact the appropriate VMware support provider to resolve the virtualization layer issue.

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