NOTICE: These Company Policies are effective as of September 1, 2020.
Installation support is included as an option for all DocuXplorer editions.
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 (email@example.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:
Optional phone-based priority Super Support is also available to clients. Your account administrator will have unlimited phone support for any level 2 issues. 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 tickets 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.
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 management 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 firstname.lastname@example.org 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.
Effective January 1, 2019, a SAP Advantage Database Server (ADS) maintenance and support charge will be included on renewal invoices for Enterprise, Teams, and Small Business licenses. This ensures clients are fully covered by DocuXplorer technicians for any ADS support needs.
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.
If taxonomy, consulting services, or training hours are paid for but not used within 60 days of purchase, the project may be cancelled and DocuXplorer may not be under obligation to fulfill the project.