Support & maintenance
NGBackup is delivered under a commercial subscription that bundles support, maintenance and deployment services.
24×7 support
Section titled “24×7 support”Support is available 24 hours a day, 7 days a week, by phone and over the Internet through the web support portal. Tickets are handled by engineers certified on the product — not a first-line script — with full access to the engineering team behind it.
Severity-based SLAs
Section titled “Severity-based SLAs”Every ticket is classified by severity, and response targets are bound to the severity level: production-down incidents receive the fastest, around-the-clock response; degraded-operation and informational requests follow proportionally longer targets. The severity matrix and response times are stated in the subscription contract.
Updates & upgrades
Section titled “Updates & upgrades”The subscription covers all product updates and upgrades released during its term — corrective patches, security fixes, minor releases and major version upgrades — at no additional license cost. Supported upgrade paths and compatibility notes accompany every release.
Subscription term & warranty
Section titled “Subscription term & warranty”The standard subscription/warranty term is 12 months, renewable, and is aligned to the customer’s contract period — multi-year contracts carry matching multi-year coverage. Coverage runs from delivery/acceptance as defined in the contract.
Deployment services
Section titled “Deployment services”Deployment is performed by certified engineers and includes:
- Installation of all components (Director, Storage daemons, File daemons, catalog, Web Console);
- Configuration of backup policies, schedules, retention and storage targets to the customer’s environment;
- Knowledge transfer — hands-on training for the local operations team, covering day-to-day operation, restore procedures and troubleshooting, so the team runs the platform autonomously from day one.