Identify the scope of support

Scope of support

Customer support is able to help with most issues that may come up.

However, there are certain matters that fall beyond the scope of what support can address. These issues are consulting issues.

Before opening a support case, you must understand the difference between "Support" and "Consulting".

What is "Support"?

Which cases Neptune Support handles depends on the type of solution:

Solution type Support handles cases where:

On-premise solutions

  • There is an error/defect in Neptune DXP

  • An error/defect in Neptune DXP causes subsequent errors

  • Problems exist when implementing corrections (by implementing the Neptune correction instructions)

  • Standard functions have incorrect or missing documentation

  • Problems encountered when applying a license in Neptune DXP

  • Incorrect or misleading documentation

Cloud solutions

  • There is an error in Neptune DXP, Neptune best practices configuration, or with configuration carried out by Neptune requested by the customer

  • An error in the Neptune DXP or in Neptune best practices configuration causes subsequent errors

  • Standard functions have incorrect or missing documentation

  • Problems encountered when applying a license in Neptune DXP

  • Incorrect or misleading documentation

All problems that happen on Neptune DXP Portal, related to the Mobile Build Service (MBS) or other services provided, are also under the scope of Neptune Support.

What is "Consulting"?

All other cases are considered a Consulting request.

This includes the following types of inquiries:

  • Advice or assistance relating to configuration, business process analysis, or implementation specific to the customer’s unique environment or already documented in product guides

  • "How-to" questions with documented features

  • Assistance with customization of the core product, core functionality, or problems or errors caused by customization that have been implemented or completed by customers or partners

  • Questions related to coding, solving coding errors, coding best practices

Unless otherwise specified in your maintenance contract, consulting requests are priced separately, at the discretion of Neptune.

Where should you start?

What should be your first step if you have a "how-to" question, configuration question, or any other issue that falls outside the scope of Neptune Support?

Neptune offers a wide range of free resources to assist you:

These are gateways to thousands of Neptune Knowledge Base Articles and connect you with Neptune software experts, including Neptune engineers, consultants, and experienced users from our extensive ecosystem. This is often the fastest and easiest way to solve most user experience-related problems.

Next steps