GCXONE · Platform
NXG Support
Commissioning, Training and Migration
Live, and Staying Live.
NXG Support is the human layer around the platform: tenant setup and commissioning, administrator training, migration assistance for estates coming from another system, and an ongoing premium support programme. It is the component that decides whether a deployment is configured correctly on day one, which is most of what determines how it behaves in year two.
Key capabilities
- Tenant setup and commissioning, structured so the hierarchy is right before anything is imported into it
- Administrator training covering deployment, configuration, daily routines and monitoring cadence
- Action plans produced with the customer, so the go-live has owners and dates rather than intentions
- Hourly migration support for estates moving from another platform
- An ongoing premium support programme with a committed monthly allocation
Primary use cases
- A first deployment, where the structure decisions are being made for the first and hardest time
- Migrating an existing estate without carrying its accumulated configuration mistakes across
- New administrators inheriting a platform somebody else commissioned
- Operations that want a named allocation of expert time rather than a ticket queue
What is included
2 hrs
Administrator training
3
Action plans produced
12 months
Premium support programme
5 hrs / mo
Committed support allocation
Before anything else works
| Port | Direction | Purpose |
|---|---|---|
| 443 HTTPS | Client to cloud | Interface and API |
| 554 RTSP or 443 | Bidirectional | Streams and WebRTC negotiation |
| 8000 or 80 | Device to cloud | Vendor HTTP event paths |
| DC-09 | Platform to CMS | Alarm forwarding to the monitoring centre |
Architecture
Technical specifications
- Tenant Setup
- Service provider settings, hierarchy design, roles and first customers configured with the customer
- Admin Training
- A two-hour session covering the deployment path end to end
- Action Plans
- Three plans produced during onboarding, each with an owner and a date
- Pre-deployment
- Browser and network requirements confirmed, CIDR ranges whitelisted, ports opened before go-live
- Pre-Deployment
- Browser support, firewall and port requirements, IP whitelisting for secured corporate networks
- Super Admin Path
- Invitation, email confirmation, password setup, authentication at the tenant URL, organization selection
- Architecture
- Service provider information, regional locale and timezone, SOC contact variables, the tenant-wide alarm receiver
- Daily Operations
- The monitoring routine, the dashboard tiles worth reading every day, and the review cadence that keeps an estate healthy
- Model
- Hourly, scoped against the estate being moved
- Scope
- Structure mapping, bulk import of customers, sites and devices, and verification that alarms arrive before the old system is retired
- Programme
- A 12-month premium support programme with 5 hours per month
- Use
- Configuration review, escalation support, and the periodic health check of the deployment itself
- Scope
- NXG Support is professional services. It is time from people, sold in hours and sessions, not a software entitlement
- Dependency
- Onboarding cannot proceed past the network requirements. Ports and whitelisting are a customer-side prerequisite and are the most common cause of a delayed go-live
- Boundary
- Distinct from GCX ServiceCenter, which is the software surface for administration. Support is who helps you use it
Onboarding
What the training covers
Migration
Ongoing support
Governance & Limitations
Getting started
Engaged as part of the deployment. The sequence matters more than the hours: requirements, then structure, then import.
- 01Confirm the prerequisitesBrowsers, ports and IP whitelisting agreed with the customer network team before a date is set
- 02Design the structureHierarchy, roles and entity access decided with NXGEN before any customer or site is created
- 03Train the administratorsThe two-hour session, against the deployment being built rather than a generic one
- 04Agree the action plansThree plans with owners and dates, and the support allocation that carries them