Scope of Nile Support

Nile Support covers development and production issues for Nile Services, along with other key components:

• “How to” questions about Nile services and features
• Best practices to help Customer successfully integrate, deploy, and manage applications with Nile
• Troubleshooting Nile API and SDK issues
• Troubleshooting operational or systemic problems with Nile resources
• Issues with Nile Portal, Equipment or other Nile tools
• Problems detected by Nile health checks

Nile Support does not include:

• Customer code development
• Debugging 3rd party Customer hardware, software and services
• Performing system administration tasks
• Customer Application and Database query tuning
• Configuration, administration, usage and troubleshooting third-party hardware, software and applications such as router, firewall, operating system, application and web servers, email, VPN, databases, and storage configuration
• Any services related to any products not provided by Nile or any services related to any SLA Exclusion(s).