We constantly enhance your Next software. We release new product updates with new features and improvements 8 times each year. With Next as a Service (Nextway.cloud) you get these new features automatically. With Next run with you, you download and install everything at will, hire one of our specialists to do it for you, or even better sign up for Next Always Up to Date. From time to time, we introduce new functionality as an optional feature or a separate product

Full product documentation, including end user guides, implementation best practice papers, administration Q&A forums, and programmers handbooks are at your fingertips 24x7. Use our collective knowledge to do your own stuff. Or even better — tap into decades of experience using one of our skilled professionals.

We have real live qualified Nextway colleagues waiting to take your call and answer your mails. No robots. No low cost call center staff with silly scripts. Only dedicated professionals with a desire to help you. You can call the designated local help desk number¹ Monday through Friday² from 9:00 am to 4:00 pm local time, in English or in your local language³, with an unlimited number of questions related to the operation of your Next software. Of course, we don't do training or consultancy as part of the help desk support. If any of your questions require either we'll let you know, and ask if you want to hook up with a consultant.

^{Notes: 1: Calls to any other number are treated as consultancy requests. 2: Except national holidays. 3: Defined response times are for support in English. Requesting support in a local language may result in longer response times.}

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To optimize your service experience, we'll categorize your support request as one of four categories and process it accordingly.

Severity, Issue & Response times:

• 1 - Critical - 4 business hours
• 2 - Important - 8 business hours
• 3 - Minor - 2 business days
• 4 - Information - 5 business days

See support severity definitions below. Please use Critical (Severity 1) classification with care, so that valid Critical situations get the necessary resources.

With Priority Help Desk you get both dramatically improved response times and increased coverage with access to both your local help desk number and the international help desk number in service Monday through Friday⁴ from 8:00 am to 4:00 pm CET, in English). Priority help desk is designed to match the need of clients running mission critical solutions on Next.

Severity, Issue & Priority response time:

• 1 - Critical - 2 business hours
• 2 - Important - 4 business hours
• 3 - Minor - 8 business hours
• 4 - Information - 8 business hours

^{Note 4: except common European holidays.}

Provides you with authorized acces to Nextway's internal issue-tracking application. You get the realtime updated status on reported issues and any fixes under way from our Next Software Labs. You are automatically notified whenever a product update (or a hotfix) is released that relates to one or more of the issues you have reported.

With a Designated Support Team you will be assigned a named Primary Support Contact and a team of at least two Support Engineers. The team is proficient in the Next software products you use and has access to the implementation documentation. The team does not include the Professional Services Consultants performing actual implementation work. Your Designated Support Team will arrange for a quarterly Next Health Check, at no additional cost to you.

The purpose of the Next Health Check is to ensure that your Next software is running at its best at all times. For Next run by you, this includes verifying that necessary product upgrades are installed and that the required resources are available to run the software efficiently. A Next Support Engineer will connect to your system and determine the current status of the Next software. The specialist will prepare a short memo with findings and recommendations and convey the content of the memo in a brief meeting either online or on site.

Next Support Tickets are only relevant to clients who chose the Ad Hoc Support Plan. Next Support Tickets comes in two flavors: "Pay-as-you-go Next Support Tickets" and "Prepaid Next Support Tickets" both offering access to Next help desk and email support. The latter at a discounted rated. Contact your local Nextway office to learn the details.

Next Support Plan covers normal office hours. If you need Help Desk assistance outside normal business hours, you'll need to buy 24x7 Support Tickets. They come in two flavors: "Pay-as-you-go 24x7 Support Tickets" and "Prepaid 24x7 Support Tickets" offering exactly the same service but at a discounted rate. Contact your local Nextway office to learn the details.

Next Support Plan fees are calculated and invoiced as a part of our software subscription. No budgetary surprises.

For the original perpetual licenses, Next Support Plan fees are calculated on the basis of the undiscounted software license value adjusted annually according to the national consumer price index. Fair and square.

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A Next Support Plan can be upgraded with one month's notice, to match your needs. Downgrades and terminations can be done with three month's notice, at the end of each subscription period.