Support Policy

Last Updated: July 22, 2026

Standard Support

Standard technical support is available during normal business hours, excluding public holidays. Support includes:

Product guidance

Technical issue resolution

Error reporting

User assistance

General inquiries

Telephone

Customer Portal

NSPGS aims to respond based on issue severity:

Critical Issues As soon as reasonably practicable during support hours

High Priority Within one business day

Medium Priority Within two business days

Low Priority Within three business days

Response targets are goals and may vary depending on issue complexity.

Standard support does not include:

Premium support packages may provide:

✓ Extended support hours

✓ Faster response targets

✓ Dedicated support contacts

✓ Priority issue handling