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Top Benefits of Incorporating Automated Workflow into Your Document Management Software

Businesses usually have internal mechanisms through which processes such as purchase requests, supply orders and payment for goods and services received are subjected to before they can be approved. Organizations that are not yet paperless would have to physically take the documents to the different managers for approval. This is not only tiring but it is time-consuming as well and in today’s fast-paced business environment, that is quite unacceptable Read More »

Document Management Software Vs. Online Storage

As businesses grow, they often find that their local file servers have reached their end-of-life and they are now difficult to maintain. In an attempt to fulfill their document storage needs, these firms often opt for online public cloud services such as Google Drive or Dropbox, only to realize that these platforms are not scalable, have poor functionality and are prone to external attacks.

Read More »

Five Reasons Document Management Software Can Save Your Company Money

In this digital day and age, most businesses are able to save substantial amounts of money and resources by investing on Document Management Software solutions, which are truly one of the greatest inventions ever made for business. Document Management Software (DMS) is so crucial for businesses to thrive in the digital age as it acts to centralize all business content of any company. Read More »

Refund Policy

No returns are allowed after purchase. A thirty-day free trial period is designed to enable users to evaluate the software and ensure that the program will work as expected in the user’s own computing environment. The trial period may be extended on a case-by-case basis.  

Subscription License Policy

DocuXplorer offers three licensing models:

(1) Traditional Subscription License

Policies:

  • The initial year cost is dramatically lower than the Perpetual Limited license
  • If a license subscription expires, subscriber will lose access to both their data and the software functionality. These both can be restored immediately by paying the renewal invoice. Subscribers never actually LOSE their data.
  • As long as a subscription is current, subscribers have the option of mass exporting their data and metadata.
  • Phone support (with four business hour turnaround time) is included as a mandatory line-item cost.
  • Includes optional professional installation/testing and three hours of upfront implementation and training
  • Online backup is required at a monthly cost of just $30 per month plus $0.30 per gigabyte of data backed up. If a subscription expires, DocuXplorer will maintain the backup history for a period of one year.
  • With a current subscription, clients are entitled to any bug fixes, updates and upgrades DocuXplorer may make over the course of the year.

(2) Perpetual Limited Subscription License

Policies:

  • Subscribers will always have access to your DocuXplorer documents/files, even if your subscription expires. A subscription lasts for twelve months.
  • 90 days after a license expires, the software reverts to “limited functionality” mode, preventing users from adding new documents and editing existing ones
  • At any time (whether a subscription is current or not), subscriber has the option of mass exporting data and metadata.
  • Phone support with four business hour turnaround is optional ($500 per year)
  • Email support (with 1 day turnaround) is included with any current subscription
  • Includes optional professional installation/testing and three hours of upfront implementation and training
  • With a current subscription, subscribers are entitled to any bug fixes, updates and upgrades DocuXplorer makes over the course of the year.

(3) Perpetual License 

Policies:

  • A perpetual license is a license that will not expire of the most current version of DocuXplorer at time of purchase.
  • Five years of email support is included free of charge with the purchase of a perpetual license.
  • Support after the fifth year may be purchased on an as-needed basis.
  • If a newer version of DocuXplorer becomes available, a perpetual license holder may upgrade to the latest version by paying 80% of the initial license cost.

New product versions, maintenance releases, email support and full product feature access are provided to all Traditional Subscription and Perpetual Limited customers who maintain their annual Subscription Licenses payments.

On occasion, Sybase may make updates to their server software, making older versions obsolete. If/when this happens, DocuXplorer will notify clients with current subscription licenses of the change and the need to update their Sybase Advantage Database server (ADS) to the most current version (at their expense). Additionally, DocuXplorer may also periodically introduce updates to its platform that would require clients to upgrade their older versions of ADS to the most current version. In this case, DocuXplorer will notify clients with current subscription licenses in advance of the requirement.

A $75 administrative fee will be applied if a reduction in the number of licenses is made at time of renewal.

See EUSLSA for more details. 

Discount Policy

Periodically, DocuXplorer may offer special promotions, discounts or coupons to clients and prospects to be used for new licenses, consulting services and/or training. These promotions cannot be combined with other discounts. If multiple promotions are in place, the promotion/offer with largest discount will be applied.  

Installation Support Policy

Installation support is included as an option for all DocuXplorer editions.

Enterprise and Small Business installation support includes:

  • Installation of server component and server configuration
  • Installation of the first workstation
  • Instructions for the installation of remaining workstations
  • Overview in setting up basic security
  • Overview of setting up a Library Structure
  • Overview of the setup of Index Sets
  • Overview of document search options

Personal and Professional Installation support includes:

  • Installation of the workstation
  • Overview of setting up a Library Structure
  • Overview of the setup of Index Sets
  • Overview of document search options  

Technical Support Policy

Current Subscription Licensees can benefit from the discounted support options listed below. Non-current Subscription Licensees are provided support via the Level 3 support option listed below.

Email support response time is always within 24 hours and most often provided as a same-day response.

An annual Super Support option includes both telephone and remote PC Support. A primary support contact would contact DocuXplorer's technical support department via email (support@docuxplorer.com) to request a support call. Users can expect a technical support call back within 24 hours. Annual Super Support does not include data repair, data replication, training or consulting services (including API and Import Engine configuration), and the support runs concurrent with their Subscription Licenses.

Determination as to what constitutes an incident or items covered under an annual Super Support subscription will solely be governed by the decision of Archive Power Systems, Inc. and DocuXplorer Software. If an issue is resolved in less than an hour, unused time can only be used toward the same issue if it reoccurs.

Telephone support on a pay-per-incident basis are defined as follows:

Level 1

  • A one-hour minimum charge (click here to purchase)
  • Incidents are limited to basic usage issues  (i.e. How do I find a file?)

Level 2

  • A one-hour minimum charge (click here to purchase)
  • Incidents are limited to networking and hardware issues that are best solved by the MIS department or network administrator. This type of incident would include any system in which the installation and usage has been successful, but the DocuXplorer software stops functioning property. 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 and other issues that are not covered by Level 1 or Level 2 support at the discretion of Archive Power Systems, Inc. and DocuXplorer Software. (Click here to purchase)

Optional phone-based priority Super Support is also available to clients. For $500 (less than $50 per month over the course of a year), your account administrator will have unlimited phone support for any technical issues related to DocuXplorer. Super Support is valid as long as one or more of your DocuXplorer licenses is active. Each Super Support package can support up to ten DocuXplorer licenses. Level 3 support issues, import engine related issues, taxonomy services and workflow design/implementation services are not covered by a Super Support package and must be purchased separately. Super Support must be added to a subscription at time of purchase/renewal. If purchased outside of this period due to a technical support issue, the outstanding Level 1, 2 or 3 ticket must be paid for prior to the purchase of a Super Support package.

Weekend/after hours phone support is available from 9am to 5pm on Saturdays/Sundays and after normal business hours, only if 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.

Version End-of-Life Policy

To continually provide our customers with industry-leading solutions, DocuXplorer periodically retires older product versions. By doing so, we are able to focus more resources on enhancing our current products to meet new market demands and support the latest in technological innovations. Ultimately, this enables us to provide our customers with the best document managment tools in the industry.

DocuXplorer's Version 3 and older are no longer supported by DocuXplorer. No further fixes to these products will be released. 

Additionally, all versions of Sybase Advantage Database Server (ADS) 11 and older are no longer supported by Sybase. DocuXplorer provided limited support for Sybase ADS Version 10 until December 31, 2016. We recommend that all clients email sales@docuxplorer.com or phone (888) 246-9696(888) 246-9696 to upgrade their Sybase product to the latest version in order to maintain compatibility with DocuXplorer's Small Business and Enterprise versions. This is a direct purchase from Sybase and is separate and apart from any DocuXplorer subscription licenses.

Taxonomy and Consulting Services Policy

Taxonomy and training services are sold in 'blocks' of time and unused hours within the block are non-refundable. Hours must be paid for in advance and may only be used concurrent with the months remaining of a client's DocuXplorer subscription. Hours of taxonomy consulting may be purchased separately, but at a higher per-hour cost than a block, and any unused hours are non-refundable as well.  

Any customizations to DocuXplorer (such as workflow design/development) that engage our Consulting Services unit must be paid for in full, upfront. Customization work is non-refundable.

Workflows designed by DocuXplorer are charged per "task." As part of the service, we will design, test and run the workflow requested. Once successfully run, the workflow design will be installed. Any further changes once the workflow has been successfully run will be billed accordingly on a "per task" basis.

See our EUSLSA for more details.