Customer Support Services
Technical support
Customer’s selected administrators (“Administrators”) will have 24 hour access to the NAVEX Global online support portal, which allows Customer to research solutions to common issues and create and monitor support cases. Technical support by phone will be available Monday through Friday, 7:00 am to 7:00 pm Central Time (excluding business holidays) in English. Additional customer support information is available at www.navexglobal.com/client-support-details.
NAVEX Global Community
Customer will have access to NAVEX Global’s online Community, which allows Customers to access information and resources to assist in the implementation, rollout and support of Customer’s training initiative. These resources presently include:
- Access to a searchable knowledgebase of articles and best practice guides.
- Tools to find solutions for an issue, view the status of any open support cases, or open a new support case.
- Resources to help Customer stay abreast of compliance developments.
Maintenance Policy
Online Course Content Upgrades
As part of Customer’s training subscription, NAVEX Global shall provide the following maintenance services during the term:
Online Course Content Upgrades. NAVEX Global may from time to time make changes to the Online Courses.
Online Course Technology Upgrades. NAVEX Global may from time to time make Technology Upgrades. “Technology Upgrades” include, but are not limited to, changes to the code, programming, processes, architecture, and dependent components utilized in the functionality of the online courses. NAVEX Global will make commercially reasonable efforts to notify Customer at least five (5) business days prior to a material change. Changes may be required for the following reasons:
- New releases of underlying technologies – new browsers, operating systems, and technologies which improve the performance of online courses
- Updates that improve network performance
- Changes in communication protocol – AICC or SCORM may change or update the communication protocol that in turn may require updates to online courses
Upgrade delivery. NAVEX Global will make available to Customer the upgraded online courses via electronic means. Customer will be responsible for implementing the upgraded online courses into its LMS or other appropriate environment. NAVEX Global reserves the right to discontinue support of previous versions of the online courses upon such upgrade. NAVEX Global may require the Customer to upgrade to a more current version of online courses if the version Customer is using is no longer supported by NAVEX Global.
Usage Reports
Unless otherwise agreed in an applicable Order Form, Customer shall provide NAVEX Global with a usage report each license year during the term of the agreement, showing the number of users that launched the online courses during the license year (the “Usage Report”). Customer will provide such Usage Report within thirty (30) days after the end of each license year (the “Usage Report Deadline”), or as otherwise agreed upon by the parties in an applicable Order Form. Where Customer’s use exceeds the number of licenses purchased, additional seat licenses must be purchased by Customer. If Customer fails to deliver any Usage Report to NAVEX Global on or before the applicable Usage Report Deadline, NAVEX Global will invoice Client 10% of the annual L&M Fee for each late Usage Report, in addition to other remedies available under this Agreement. No more than once during each license year of the Term, and on at least ten (10) business days’ notice to Customer, NAVEX Global, at its sole cost and expense, shall have the right to audit Customer’LMS records, relating solely to the online courses, to verify Customer’s Usage Reports.
Customer shall send all Usage Reports to the following address: