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
New product versions, maintenance releases, email support and full product feature access are provided to all 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 $50 administrative fee will be applied if a reduction in the number of licenses is made at time of renewal.
See EUSLSA for more details.
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 and run 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 tyhat 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.
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 8 and older are no longer supported by Sybase. DocuXplorer provided limited support for Sybase Advantage Version 8 for Windows 2003 until April 30, 2011. We recommend that all clients email sales@docuxplorer.com or phone (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 Consulting Policy
Taxonomy consulting 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. See our EUSLSA for more details.