Security & support
Nematek One Secure
Digital protection & continuity
Protect critical accounts, devices, domains, backups and renewals.
Implementation
From 250,000 FCFA
Nematek serviceSecurity & supportCameroon
Support, stability & continuous improvement
Nematek One SupportSoftware support and assistance plans in Cameroon
One support channel, clear priorities and visibility into incidents, requests and improvements.
Already a customer and something is not working? Customer support →
01
Problems we address
- Support requests are scattered and priorities are hard to track.
- Changes and incidents lack shared visibility.
- A cashier can no longer open a session and business is disrupted.
- The manager does not know whom to contact when a function fails.
- Response commitments are not clearly defined.
02
Outcomes we target
- A defined channel and priority model.
- Known included time and plan-based follow-up.
- Continuity after go-live.
The Nematek solution
Clear scope built around real work
Nematek agrees the scope, access, data and responsibilities with you before starting. Exact components remain tied to the approved quote.
01
Help using delivered functionality
02
Routine access management
03
Diagnosis and correction of reproducible Nematek-attributable defects
04
Minor configuration changes within included hours
05
Periodic platform and backup checks based on the plan
06
Plan-based reporting or follow-up meeting
Pricing
Clear budgeting before commitment
Amounts in FCFA (XAF), excluding tax, with the billing period shown for each plan. The quote states the scope, duration and any third-party services.
- Essential
- 35,000 FCFA/month2 included hours · Critical incident (P1): target response within 8 business hoursAsk for this plan — Nematek One Support Essential
What’s included in this plan
- Access to the contract-defined support channel
- Issue triage and usage assistance
- Defect reporting and follow-up
- 2 included hours, request status tracking
- Business
- 70,000 FCFA/month5 included hours · Critical incident (P1): target response within 4 business hoursAsk for this plan — Nematek One Support Business
What’s included in this plan
- Everything in Essential, 5 included hours
- Authorised contacts and impact-based prioritisation
- Assistance to business owners, follow-up checkpoints
- Periodic activity report where agreed
- Premium
- 150,000 FCFA/month12 included hours · Critical incident (P1): target response within 2 business hoursAsk for this plan — Nematek One Support Premium
What’s included in this plan
- Everything in Business, 12 included hours
- Strengthened escalation, priority critical-incident handling
- Recurring-incident analysis and preventive recommendations
- Contractually defined response targets
- Enterprise
- Custom quoteCustom SLAAsk for this plan — Nematek One Support Enterprise
What’s included in this plan
- Dedicated or adapted support organisation
- Service commitments and on-call cover where contracted
- Change governance and service reporting
- Contractually defined services and SLA
P1 times are target response times, not resolution guarantees. Unused hours do not roll over unless the contract states otherwise.
FAQ
Frequently asked questions
How much does Nematek One Support cost in Cameroon?
Price: from 35,000 FCFA/month, excluding tax. By plan: Essential: 35,000 FCFA/month · Business: 70,000 FCFA/month · Premium: 150,000 FCFA/month · Enterprise: custom quote. These are indicative prices in FCFA: the final quote depends on the number of users and sites, your data and the integrations.
What does Nematek One Support work with?
With the other Nematek One products where the connection is documented and validated during scoping. An integration with a third-party tool is priced separately.
What should I know before choosing Nematek One Support?
P1 times are target response times, not resolution guarantees. Unused hours do not roll over unless the contract states otherwise.
Does Nematek train my team?
Yes, on site, by role and on the screens each person will use. The amount of training depends on the plan and is set out in the quote.
Can I see a demo?
Yes. We prepare a demo focused on your main problem, using sample or anonymised data.
Is assistance included free of charge?
Any initial assistance periods appear in the implementation quote. Recurring support is a separate service.
Can I request a new feature?
Yes, but an enhancement or development may require a separate quote.
Do you intervene on site?
Only where the contract provides for it. Travel may incur specific fees.
What does response within a target time mean?
The start of handling under the contractual terms, not necessarily full restoration of service.
What about Sundays or nights?
Extended hours and any on-call cover are defined in the accepted quote. They must not be assumed included.
Getting startedFrom contract to follow-up
Getting started
From contract to follow-up
01
Subscription
Plan selected; scope and responsibilities confirmed in the contract.
02
Activation
Access, environments and contacts configured to get started.
03
Follow-up
Requests and checks tracked under the plan, with a shared history.
TrainingSupport and deployment
Training
Getting started
User onboarding is provided according to the scope confirmed in the quote.
Support after go-live
Continuity after go-live
Nematek One Support covers help with delivered functionality, routine access management and incident diagnosis based on the selected plan.
See the support plansDeployment
An environment matched to the need
Nematek Managed Cloud, dedicated environment, customer infrastructure, local/hybrid or compatible existing instance to suit scope and responsibilities.
View hostingRelated solutions
Build around the need
Nematek One Support
Let’s talk about your real workflow
An assessment confirms the right solution, required data, integrations and budget.