This Help topic refers to the following editions:
þ Enterprise þProfessional þ Personal þ Small Business
DocuXplorer Software provides new users with email support for one year from the date of purchase.
If you purchased your DocuXplorer Software from a reseller please contact that reseller for support.
After the first year email support is included in the DocuXplorer Update Subscription. Subscription rates listed on the DocuXplorer web site Online Store will apply.
Telephone Support levels;
Level 1 - incidents are limited to telephone responses to product usage issues.
Level 2 - incidents are limited to program, networking, and hardware issues where a support technician is required to diagnose the issue or remotely access your computer .
Level 3 - incidents include corrupted database rebuilds due to unstable client computing environment and other issues not covered by Level 1 or Level 2.
Determination as to what constitutes an incident will solely be governed by the decision of Archive Power Systems, Inc. and DocuXplorer Software.
Contact tech support via e-mail. Please use the tech support email form available from the Help menu in DocuXplorer.
Free e-mail support does not cover programming assistance for either the API or Import Engine configuration. Support for these items requires purchase of Level 2 Technical Support.
The answers to many frequently asked questions can be found on the DocuXplorer website, at http://docuxplorer.com/Support/KnowledgeBase/tabid/81/Default.aspx. Also of interest in the support section of the web site are the video tutorials, white papers, and progam help online
Tip:
The computer that will e-mail tech support must have an Internet connection and a MAPI compliant email system such as Outlook or Outlook Express setup. Lotus Notes users must have the MAPI driver installed.
To e-mail tech support:
Select the Help menu item Product Support to automatically create a pre-addressed email for tech support
Follow the instructions on the email giving details on when and how you first noticed the issue
A DocuXplorer technical support representative will email or call you back within 24 hours.
To contact tech support;
Email: support@DocuXplorer.com