DocuXplorer technical support is provided via the Email Tech Support Menu Item in DocuXplorer, Email Support or Telephone Support with Internet connection.

Trial users and clients who have purchased within the last 12 months or have purchased an Annual Update Subscription receive email support at no charge. Clients who have not subscribed to update renewals and maintenance are supported on a fee-per-incident basis.

We strive to respond to all support emails within one business day and most email responses are often much faster than that.

Email Tech Support Menu Item

You can contact tech support from within DocuXplorer. From the Help drop-down menu select the item "Email Tech Support." Once selected it will create an email and automatically populate it with information that will help tech support identify you and your system configuration to speed the support process.

This is the preferred method of contacting tech support and results in the fastest response.

Email Support

You can also email tech support at support@docuxplorer.com. Click on the support email address to send a message to tech support.

Free email support does not cover programming assistance for either the API or Import Engine configuration.

Fee-based Telephone Support

Telephone and Internet Connection Support is provided on a per incident basis and requires that a support fee be paid prior to speaking with a support engineer. Fee-based Telephone Support offers the advantage of speaking directly to a technical support engineer who can access your computer using a secure Internet connection. This type of support results in speedily resolution to issues involving networking or hardware. You can purchase tech support incidents from our Online Store.

Support Fees are based on the level of assistance required.

Prices for telephone tech support incidents are as follows:

• Level 1 - incidents are limited to password recovery and program use issues. Program issues can normally be resolved by using the program help or knowledge base.
• Level 2 - includes most incidents and takes in all issues that require a support engineer to access your computer to diagnosis the issue or issues and resolutions not covered under Level 1.  Issue level determination is solely the discretion of DocuXplorer Software tech support engineers.
• Level 3 - includes consulting services and other services not covered by Level 1 or Level 2 at the discretion of Archive Power Systems, Inc. and DocuXplorer Software.