At Nexthop AI, our customers come first. Providing timely and effective support for every inquiry is our top priority. Our customer support is designed to deliver reliable, end-to-end assistance across supported network hardware platforms and associated software—combining expert technical assistance, streamlined hardware replacement services and software support to ensure a consistent and high-quality support experience.
Technical Assistance
- 24×7 TAC coverage enabled by a follow-the-sun support model
- Global coverage delivered through regional, time-zone–aligned support teams
- Customers can engage with the support team through the channels listed in the support hub
Case Severity Levels
Cases are prioritized based on business impact:
| Problem Severity | Definition | Initial Response Time | Support Access |
| P1 (Critical) | Complete service outage affecting production Risk of security breach | Within 15 mins | – 24×7 follow the sun model – Phone contact with fast-track escalation to specialized engineers |
| P2 (High) | Significant degradation of product’s ability to perform key functions; workaround available | Within 1 Hour | – 24×7 follow the sun model – Engineering escalation initiated as needed. |
| P3 (Medium) | Partial impact on non-critical functionality; workaround available | Within 4 Business Hours | Regional business hours |
| P4 (Low) | General inquiries Documentation requests | Within 1 Business day | Regional business hours |
Resolution times may vary based on issue complexity, environment, and third-party dependencies.
Engineering Escalation
- Issues requiring deeper analysis or deviations from expected outcomes may be escalated from Technical Assistance to Engineering
- Escalations follow a defined workflow with ownership, tracking, and communication updates
- Lab resources may be leveraged to reproduce and analyze customer-reported issues
Software Support
Software Releases: Access to entitled software releases, including maintenance updates.
Security Advisories (PSIRT): Timely notifications and guidance for security vulnerabilities affecting supported software.
Product Lifecycle Alerts: Visibility into software and hardware lifecycle milestones, including introductions, deprecations, and end-of-support notices.
Documentation: Access to product documentation, release notes, and configuration guides.
Hardware Support
Return Merchandise Authorization (RMA) processing includes entitlement verification, logistics coordination, and failure analysis where applicable.
Hardware Warranty
Hardware products are covered by a standard warranty period of up to one (1) year from the date of shipment, unless otherwise specified in a customer agreement. Warranty service is provided on a return-to-factory basis, during which eligible hardware may be repaired or replaced at the company’s discretion. Once the returned unit is received and validated, repair or replacement is typically completed within ten (10) business days, excluding transit time.
Advance Replacement Service
Advance Replacement Service provides a pre-shipped replacement before the faulty product is returned, ensuring minimal downtime.
- Next Business Day delivery from key warehouses for coverage in US and Europe
- Same-day dispatch via integrated carrier networks
Global RMA depot network ensures fast, localized support for customers across key regions. Additional service levels and geographies are available upon request.
Shared Responsibilities and Collaboration
To ensure effective and timely support outcomes, we encourage our customers to work collaboratively by:
- Working with their account team to maintain active support entitlements and accurate install base records
- Providing relevant system information, logs, and access when needed to assist troubleshooting
- Referencing documented installation, configuration, and operational guidance
