NOTICE: These Company Policies are effective as of September 23, 2024.
Installation support is included as an option for all DocuXplorer editions.
Telephone support on a pay-per-incident basis are defined as follows:
All telephone support for Levels 1, 2, and 3 is subject to a minimum charge of one hour. If an issue is resolved in under one hour, the remaining time may only be applied to the same issue if it recurs. Within this one-hour timeframe, multiple incidents can be addressed if they correspond to the purchased support tier or a lower tier (e.g., a Level 2 purchase covers both Level 1 and Level 2 incidents). Additional time beyond the initial hour must be purchased in increments of one hour. The hour(s) is considered complete once the time has elapsed or a case closure notice has been issued, whichever comes first.
Time spent making adjustments for program enhancements or fixing issues within the client’s environment is considered billable time. Any time spent resolving errors or defects within DocuXplorer itself will not be billed.
Super Support
Current Licensees can benefit from the discounted support options 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 email, telephone, and remote PC Support and runs concurrently with your Subscription Licenses. A primary support contact should 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.
Super Support covers any level 1 and level 2 issues. Super Support is valid as long as one or more of your DocuXplorer licenses is active. Each Super Support package supports up to ten DocuXplorer licenses.
Super Support does not include Level 3 support issues, data repair, data replication, training or consulting services (including API, Import Engine configuration and related issues, taxonomy services, and workflow design/implementation services). These services must be purchased separately.
It is recommended to add Super Support to a subscription at time of purchase/renewal. If purchased outside of this period due to a technical support issue, any outstanding Level 1, 2 or 3 tickets must be paid prior to the purchase of a Super Support package.
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.
Hours
Support, including Super Support, is available during normal business hours, Monday - Friday 9am to 5pm EST/EDT. Weekday after hours and weekend phone support are available only if scheduled in advance. The minimum charge for weekday after-hours phone support is one hour of Level 2 at time-and-a-half. Weekend phone support is available from 9am to 5pm EST/EDT on Saturdays and Sundays. The minimum charge for weekend phone support is three hours of Level 2 phone support at double-time.
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 Releases older than one (1) year from the Current Release are no longer supported by DocuXplorer. No further fixes to these products will be released.
Additionally, for legacy clients, 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 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, training, and consulting services (including customizations) are sold by the hour and unused time is non-refundable. Hours must be paid for in advance and may only be used concurrently with the months remaining of a client's DocuXplorer subscription. Taxonomy, training, and consulting hours must be used within 90 days of purchase. After 90 days, the service(s) may be canceled at the discretion of DocuXplorer.
Contact sales@docuxplorer.com for pricing.
The DocuXplorer Secure Backup Service includes:
The Secure Backup Service is billed monthly based on your average monthly data storage. Only data stored within DocuXplorer is backed up as part of this service and only changes made to the system since the last backup are stored. This ensures efficient use of storage space while maintaining data integrity. Fees will vary based on the selected retention period and backup plan. Longer retention periods result in larger backup sizes as more data is retained over time. It is important to choose a plan that balances the need for data availability with cost efficiency.
Plan classifications follow a waterfall model for transitioning between backup plans. Unless otherwise requested in writing, all new plans are set to the fastest plan with unlimited retention. After transitioning to a slower plan, you will not be able to move back to any faster plan without creating a new storage account as part of an administrative request. Plans and estimates can be found using the backup calculator.
Requests to change plan classification, retention period, terminate services, or any other administrative requests must be made in writing through DocuXplorer’s approved form. Contact sales@docuxplorer.com to request a form.