Quick overview
When you need help
Operation and versions
How to ask for help
Start in the Documentation. The AI assistant knows the structure of the framework and its documentation and answers most questions immediately; for continuous text there are the guides. Administrators also have the assistant at hand inside the portal, in the help section.
If something is not working, check the Service status. You will see whether the NET Genium Online cloud instances, this website and the ERP API are currently running. If the page reports an outage, we already know about it and are working on it — there is no need to report it.
Then write to support@netgenium.com. We communicate in Czech and in English, and the reply comes from someone who knows the platform. Sales and contractual questions belong to Contact.
What to include in your message
- the address of the instance concerned and the NET Genium version,
- what you were doing and what you expected to happen,
- what happened instead — the exact wording of the error message, or a screenshot,
- whether the problem repeats, and whether it affects all users or just one.
Guaranteed response times are not part of the license — they are agreed separately as a paid level of support.
Depending on where NET Genium runs
NET Genium Online
Operation, backups and core updates are on our side — you do not have to track versions or plan upgrades. The current state is shown on the Service status page.
An instance that has run out of credit switches to read-only mode. This is not an outage: the data stays accessible and operation resumes once the credit is topped up. Details are described on the NET Genium Online page.
Your own server
The server, the database, backups and the operating system are in your hands. Our side is the framework — new core versions to download and e-mail technical support for their operation and deployment; direct intervention in your infrastructure is not part of the service.
The scope of the service and the supported Windows Server versions are described in the NET Genium Update terms of service; the numbers of the current full and tester versions are on the Key updates page.
With an implementation partner
If full NET Genium is delivered to you by an implementation partner, they develop the customer layer — external functions, api, services and integrations. The framework underneath stays with us, and the partner receives the same set of rules, documentation and tools our own developers work with. See the Partner program.
What support covers
Documentation and the AI assistant
The first line of support is the platform documentation — an AI assistant over the framework documentation, guides for administrators and advanced users, and the documentation of the integrated MCP server. It is maintained continuously along with the platform, not published as an occasional add-on.
The detailed overview is on the Documentation page.
NET Genium Update
The service that keeps applications compatible with new browser versions, prepared for technological changes in servers and operating systems, and extendable with new platform features.
It is not merely a technical upgrade, but protection of what you have already built — applications can be operated for years without fundamental rewrites or replacement.
Expert assistance
Where it brings clear value, we offer individual collaboration: application architecture consultations, application logic design and optimization, solving specific scenarios or integrations, and assistance with extending existing solutions. The goal is not to replace the management of your applications, but to support it.
How we see support
NET Genium is a platform for the long-term operation of enterprise applications, and support follows from that. It is not a helpdesk putting out individual fires, but a part of the ecosystem — structured documentation, controlled release management, backward compatibility, separated production, development and archival environments, and long-term work with historical data.
All of it serves a single purpose: that the applications your daily operations depend on can be safely operated, developed and adapted to change for many years, without having to be regularly replaced with new ones.