Technical Support Agreement

Technical Support for software developed by NoSQL Manager Group is provided to commercial users with a current maintenance license. Technical support is available Monday-Saturday (excluding holidays) 6:00-20:00 GMT either through e-mail support@nosqlmanager.com or via web-site www.mongodbmanager.com/support. All licensed commercial users with current maintenance have unlimited access to Technical Support.

Technical Support includes:

  • Installation issues
  • Registration and licensing issues
  • Explanation of NoSQL Manager Group software features and processes
  • Explanation of NoSQL Manager Group software warning and error messages
  • NoSQL Manager Group software issues
  • Feature requests

This list of support topics is not all-inclusive. NoSQL Manager Group reserves the right to determine what is considered Technical Support.

Response:

We process requests from registered users within 24 hours.

Resolution time:

Critical level issues (software does not start or cannot connect to a server) – 7 days after the moment when all necessary information received from a client.
High level issues (software does not work as described) – 14 days after the moment when all necessary information received from a client.
Low level (feature request) – next planned minor release.