All current DocuXplorer subscriptions come with unlimited email support with response times within 24 hours and are most often provided as a same-day response.
Telephone support on a pay-per-incident basis is defined as follows:
LEVEL 1
- A one-hour minimum charge
- Incidents are limited to basic usage issues (i.e., How do I find a file?)
LEVEL 2
- A one-hour minimum charge
- Incidents are limited to networking and hardware issues that are best solved by your MIS department or network administrator. This type of incident would include any system where the installation and usage have been successful, but the DocuXplorer software stops functioning properly. (i.e. installing updates and upgrades). Each Level 2 support incident is specific to a case.
LEVEL 3
- Incidents of Level 3 support include corrupted database rebuilds due to an unstable client computing environment, consulting, programming, and other issues not covered by Level 1 or Level 2 support at the discretion of Archive Power Systems, Inc. and DocuXplorer Software.
SUPER SUPPORT
- This annual service option runs concurrently with your subscription licenses
- Includes priority email, plus telephone and remote PC Support
- It covers any level 1 or 2 issues
- Super Support does not include Level 3 support issues, data repair, data replication, training, consulting services (including API, Import Engine configuration and related issues, taxonomy services, and workflow design/implementation services. These services must be purchased separately.
Weekend/after-hours phone support
- Available from 9 am to 5 pm on Saturdays/Sundays and after regular business hours
- Must be scheduled in advance
- The minimum charge for weekend/after-hours phone support is three hours of Level 2 phone support at time-and-a-half
DocuXplorer Technical Support Policy
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