SUPPORT

Our Free & Paid Service

Overview

We have developed the following support options that take advantage of our highly acclaimed service at very affordable prices. If XL-eXPLODE is a business critical process then we strongly recommend you consider your options below. You have a choice of 4 service types:


1. Free Support

Priority Support (see definition #2 below) will be provided at no charge during the Startup Period, defined as the first 365 days beginning on the date of purchase of a new (not upgraded) product license. Upgraded product licenses include a 90 day free support period. After the start up Period (new purchases: 365 days | upgrade purchase: 90 days), free support will be limited to:

  1.   Self-service using resources provided on the product website
  2.   License activation reset for the purpose of re-imaging the disk on which XL-eXPLODE was installed or moving the license to a different PC
  3.   Providing a download link for the current or previously purchased versions of the XL-eXPLODE setup program
  4.   Customer database lookup/update of contact information, license ID and password
  5.   Re-send a copy of an invoice

2. Priority Paid Support

Our premium priority annual support contract with turnaround times of up to 48 business hours or less. Priority Support is provided at no charge during the startup period of the first 365 days (new product) or 90 days (upgraded product) following purchase. After the first year, Priority Support is available for purchase for a further 12-month period provided that Priority Support has been purchased for all current licenses and includes:

  1.   Help installing, configuring and validating proper operation of XL-eXPLODE software
  2.   Help diagnosing and solving problems with PDF-eXPLODE software where the software does not perform as advertised or documented
  3.   Product updates (e.g. V 1.0 to V 1.5) and temporary fixes but not major upgrades (e.g.V 1 to V 2)
  4.   Responses will be made by e-mail, phone or Skype at the support provider's discretion and may require use of a remote connection to the customer's PC
  5.   A response will be provided within 24 hours from the time of initial contact, excluding weekends and holidays
DESKTOP : 12 months
$95

Single-User License Support

SERVER 1-User : 12 months
$195

1-User Server License Support

SERVER 3-User : 12 months
$295

3-User Server License Support

SERVER 5-User : 12 months
$395

5-User Server License Support

[All prices are in US Dollars]

3. Per-incident Support

Priority support will be provided on a per-incident basis for US $175 in the event the start-up period has passed and Priority Support has not been purchased.

4. Non Priority Community Based support

This support is available via the web by registering at XL-eXPLODE Support Forum (see below) - Your questions will be responded to by either the developers or one of the XL-eXPLODE community users.


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Free Support

Free support is available for 90 days (3 months) from the date of your purchase. It covers all the benefits of Paid Support. If you need any free support then the best place to start is with an email to our support team at info@xl-explode.com. Click the below button to 'Ask A Question'.



Click Here
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Search the Knowledge Base

In coming months we will build this Knowledge Base to cover all areas of User processing issues or questions. At the moment, we have covered areas of Installing, Licensing, Configuring and Emailing. It provides detailed solution instructions. Click the below button, to access the KnowledgeBase. *



Click Here * Due for launch in early Y2023
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Paid Support

Purchase an annual Plan for USD $195 and we will give you 12 months of priority support which includes email responses within a 24 hour time span on weekdays, Phone calls to Users in most countries, internet based product training up to 3 hours p.a. and internet based link up to a User's site to fix or review problems.


Click Here