How to Get the Support You Need Quickly and Effectively
Published on July 20, 2024 ( Last Updated on December 24, 2025 ) | 4 min read
Purpose of This Page
This page explains how to get help with NIVOMAX products.
It shows where to go, who can help, and what to do in common situations.
If you are not sure which option applies to you, contact us anyway.
We will help guide you to the correct support path.
Who Can Receive Technical Support
Technical support requires an active Service Level Agreement (SLA).
You may be eligible for support if:
- Your organization has a direct SLA with NIVOMAX
- The OEM that supplied your NIVOMAX access has a valid SLA
- The Content Supplier that provided your content or distribution access has a valid SLA
If a valid SLA exists at any level, end users covered by that agreement can receive support.
Opening a Support Ticket (Direct Customers)
If you are a direct user from a customer organization with an active SLA:
Go to: https://support.synaxiom.com
Sign in using your authorized Synaxiom support account. This account is not the same as the Single Sign-On (SSO) account used to access NIVOMAX. SSO access to NIVOMAX is provided by your OEM or Content Supplier.
Open a new incident ticket and provide the required information.
This is the fastest way to receive technical support.
If You Are Not Sure About Support Eligibility
If you:
- Do not know who holds the SLA
- Received NIVOMAX access through a third party
- Have a distribution ID but do not have access to the Support Portal
Submit a request using the Support Eligibility Check form.
We will review your request and confirm the correct support path.
Installation and Setup Issues
If you are having problems installing NIVOMAX software:
- Follow the installation guides in the Help Center
- If installation fails or you are blocked, contact us
If you have access to the Support Portal, open a ticket.
If not, submit a Support Eligibility Check request and we will assist you.
Data License and Access Questions
If you need help with:
- Data licenses
- Access to licensed content
- Identifying your Data License Administrator (DLA)
Follow the guidance below.
Contact the Responsible Organization
In most cases, data licenses are managed by:
- Your organization’s Data License Administrator (DLA)
- The OEM that provided your NIVOMAX access
- The Content Supplier that provided the licensed content
They can assist with license requests, access changes, and entitlement questions.
If You Are Not Sure Who to Contact
If you do not know:
- Who your DLA is
- Which OEM or Content Supplier manages your data licenses
- How your data access is administered
Contact us.
We will help identify the correct organization and direct you to the appropriate contact.
Reporting Issues and Bugs (All Users)
All users are encouraged to report issues and bugs.
You can report an issue in one of the following ways:
- Open a Support Ticket at (SLA Required): https://support.synaxiom.com
- Use the Bug Reporting form (SLA Not Required): https://helpcenter.nivomax.com/reporting-a-bug/
When to Use Each Option
Use this guide if you are unsure:
- Support Ticket System: For technical issues when you have direct portal access
- Support Eligibility Check: When you are unsure who provides your support
- Bug Reporting Form: To report issues or defects without portal access
There is no wrong choice.
If you contact us, we will help route your request.
Our Commitment to You
We want to hear from you.
If something is not working, unclear, or blocking your work:
- Contact us
- Submit a request
- Report the issue
We prefer to receive your request rather than have problems go unreported.
Related Pages
Support Eligibility Check form
