Support vs Help Center
Published on December 27, 2025 ( Last Updated on December 27, 2025 ) | 5 min read
Understand Access, Responsibility, and Charges
This page explains:
- The difference between the Help Center and Support
- Who provides support (NIVOMAX or OEM)
- When support is chargeable
- How Distribution IDs affect support eligibility
Two Paths Available to All Users
All end users who access NIVOMAX through a valid channel have access to assistance.
A valid channel means access provided by an entity with a valid Distribution ID.
This includes:
- An OEM, or
- An approved Content Supplier
The Distribution ID is used to:
- Identify the licensee
- Validate entitlement to the software
- Determine the applicable support and escalation path
All access, licensing, and support eligibility are tied to the Distribution ID under which the software was issued.
Path 1: Help Center (Free – Self-Service)
The NIVOMAX Help Center is free and available to all users.
What the Help Center Provides
- User guides and documentation
- FAQs and how-to articles
- Platform notices and release notes
- General usage guidance
This path is self-service only.
Bug Reporting (Free – One-Way)
Bug reports can be submitted using:
https://helpcenter.nivomax.com/reporting-a-bug/
Bug reporting:
- Is free
- Is one-way communication
- Does not create a support case
- Does not include investigation or feedback
Reports are reviewed internally and may result in a fix in a future release.
Important:
Bug reporting is NOT support.
Path 2: Support Services (SLA Required)
What Is Support
Support means:
- Active engagement by a support team
- Investigation of a specific issue or incident
- Communication with the requester
- Response times defined by an SLA
Support always requires:
- A valid Support Agreement
- An active Service Level Agreement (SLA)
Who Provides Support
Support responsibility depends on the Distribution ID and the agreement in place.
OEM-Provided Support
In some cases, the OEM associated with the Distribution ID provides end-user support.
When the OEM provides support:
- The OEM manages first-line and second-line support
- Response times, quality, and resolution paths are defined by the OEM
- NIVOMAX does not control OEM support SLAs or processes
End users must follow the OEM’s support process.
NIVOMAX Role in OEM-Led Support
When support is OEM-managed:
- NIVOMAX acts as Level 3 (L3) support
- NIVOMAX is engaged only upon OEM request
- End users do not open tickets directly with NIVOMAX unless authorized
OEMs decide:
- When to escalate
- What information is shared
- How responses are communicated
Support Models Vary by OEM
OEMs may use different models:
- Direct involvement of NIVOMAX in support discussions
- Full customer-facing support handled by OEM teams
- Complete delegation of end-user support to NIVOMAX expert teams
In many cases, OEM teams are trained or certified, but this is not guaranteed.
Opening a Support Ticket
Users with an applicable SLA can open a support ticket.
Opening a ticket means:
- You request prioritized effort
- Investigation occurs within your specific environment
- Responses follow SLA timelines
- Effort is tracked and reported
Support Is Chargeable
Important Policy Statement
Opening a support ticket consumes support effort.
Because of this:
- Support tickets may be chargeable
- Charges apply even if the issue is caused by a software bug
- Charges cover investigation, analysis, and communication effort
Bug fixes are always free. Support effort is not.
Deployments and Environment Work
The following activities are always chargeable:
- Customer-specific software updates
- Software upgrades
- Deployment and configuration work
- Environment-specific changes
Bug Fix vs Deployment of the Fix
It is important to distinguish between:
- Fixing a bug in the software, and
- Applying that fix to a customer-deployed instance
These are two different activities.
Fixing a Bug in the Software (Free)
When a bug is confirmed:
- The bug is fixed in the core software
- The fix is included in a future release
This activity is always free.
Bug fixes:
- Apply to the product globally
- Are not customer-specific
- Do not require a support ticket
Applying a Fix to a Customer Deployment (Chargeable)
Applying a fix to a customer-deployed instance is a deployment activity.
This includes:
- Applying updates or patches to customer environments
- Performing upgrades
- Validating changes in customer-specific setups
These activities:
- Require planning and execution effort
- Are specific to the customer environment
- Are always chargeable, regardless of bug origin
Important Clarification
Even if:
- The issue is caused by a software bug, and
- The software fix itself is free
The following remain chargeable:
- Investigation in the customer environment
- Support engagement under an SLA
- Applying the fix to customer-deployed systems
Summary
- Help Center = Free, self-service, no engagement
- Bug Reporting = Free, one-way, no response
- Bug fix = Free
- Support effort = Chargeable
- Deployment of fixes = Chargeable
- Support = SLA-based, active engagement, chargeable
- Support ownership is determined by the Distribution ID
- NIVOMAX typically provides L3 support in OEM-led models
Support Disclaimer
Opening a support ticket is a request for active investigation and prioritized effort.
Support services:
- Require a valid Service Level Agreement (SLA)
- Chargeable, even if the issue is caused by a software bug
- Are provided either by NIVOMAX or the OEM associated with your Distribution ID
Bug fixes are applied to the software at no cost. Support effort and customer-specific investigation are not waived.
If your OEM manages support, response times and resolution are defined by the OEM.
