What each plan includes
| Plan | Help you get |
|---|---|
| Nixt Writer, Sheets, Slides and PDF | The documentation and the community. No response time is promised. |
| Nixt Mail, free | The documentation and the community. No response time is promised. |
| Nixt DNA Server, free licence | The documentation and the community. No response time is promised. |
| Nixt DNA Server, Education and non-profit | The documentation and the community. No response time is promised. |
| Nixt DNA Server, Business | Support from Nixt Atlantic during business hours in two windows, Europe and US Eastern, Monday to Friday, through the contacts named in your agreement. |
| Nixt DNA Server, Enterprise | Support from Nixt Atlantic around the clock, every day, with the response times your service level agreement sets. |
“The community” means the help described on the Community page. Security reports are handled the same way whatever your plan: see Reporting a security issue.
When you ask for help
Include:
- the product and its version;
- for Nixt DNA Server, the output of
nixt-server doctorand how the server runs (one machine, several, a container, Kubernetes); - for a question about one message, its queue id or its message trace;
- what you did, what you expected and what happened instead.
Never include the content of anybody’s mail, a password, or a key.
How urgent it is
Business and Enterprise requests are sorted by severity:
| Severity | Meaning |
|---|---|
| S1 | Mail is not being accepted, delivered or served, or data is at risk. |
| S2 | A capability is down or degraded for many people, with no way round it. |
| S3 | Something is wrong, and there is a way round it. |
| S4 | A question or a request. |