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Frequently Asked Questions
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NG Support gives customers help on technical issues and additional guidance to operate their infrastructures in the NG cloud. Customers can choose a tier that meets their specific requirements, continuing the NG tradition of providing the building blocks of success without bundling or long term commitments.
Network Gate Support is one-on-one, fast-response support from experienced technical support engineers. The service helps customers use NG's products and features. With pay-by-the-month pricing and unlimited support cases, customers are freed from long-term commitments. Customers with operational issues or technical questions can contact a team of support engineers and receive predictable response times and personalized support.
NG Basic Support offers all NG customers access to our Resource Center, Service Health Dashboard, Product FAQs, Discussion Forums, and Support for Health Checks – at no additional charge. Customers who desire a deeper level of support can subscribe to NG Support at the Developer, Business, Enterprise On-Ramp, or Enterprise level.
Customers who choose NG Support gain one-on-one, fast-response support from NG engineers. The service helps customers use NG's products and features. With pay-by-the-month pricing and unlimited support cases, customers are freed from long-term commitments. Customers with operational issues or technical questions can contact a team of support engineers and receive predictable response times and personalized support.
Your NG Support covers development and production issues for NG products and services, along with other key stack components.
- "How to" questions about NG service and features
- Best practices to help you successfully integrate, deploy, and manage applications in the cloud
- Troubleshooting API and NG SaaS SDK issues
- Troubleshooting operational or systemic problems with NG resources
- Issues with our Management Console or other NG tools
- Problems detected by Health Checks
- A number of third-party applications such as OS, web servers, email, databases, and storage configuration
NG Support extra support include:
- Code development
- Debugging custom software
- Performing system administration tasks
- Accessing control of customer managed accounts or systems
The level of architecture support provided varies by support level. Higher service levels provided progressively more support for the customer use case and application specifics.
Developer: Building Blocks
Guidance on how to use all NG products, features, and services together. Includes guidance on best practices and generalized architectural advice.
Business: Use Case Guidance
Guidance on what NG products, features, and services to use to best support your specific use cases. Includes guidance on optimizing NG products and configuration to meet your specific needs.
Enterprise On-Ramp: Application Architecture
Consultative partnership supporting specific use cases and applications. Includes design reviews and architectural guidance. Enterprise On-Ramp customers support team includes a pool of Technical Account Managers.
Enterprise: Application Architecture
Consultative partnership supporting specific use cases and applications. Includes design reviews and architectural guidance. Enterprise-level customers support team includes a designated Technical Account Manager, and access to an NG Solutions Architect.
No. Our Support offering covers the entire NG service portfolio. As many of our customers are using multiple infrastructure web services together within the same application, we’ve designed NG Support with this in mind. We’ve found that the majority of support issues, among users of multiple services, relate to how multiple services are being used together. Our goal is to support your application as seamlessly as possible.
What They Say About Us
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Lukas PetrikasVerslo analitikas
NG Support is always quick to respond and has an impressive understanding of the service. They goes above and beyond what is expected of me, providing helpful advice and assistance whenever needed. We would highly recommend NG Support as your go-to person for support!
NG Support expertise in the field is amazing and his communication with us is always clear and helpful. They are helped us solve a lot of problems that we would have been unable to do on our own, making us an invaluable asset to our team.
Rima DergutytėFinansų analitikė
NG Support team was always very professional and helpful. They quickly understood my needs and provided me with the best solution possible to my problem. The response time was very fast as well, which was really appreciated. I would highly recommend NG Support for any customer service needs!
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