Practical Software Support Policy

From contact info to warranties, NetEx's software support policy details everything you should know to find the assistance and solutions you need. For your convenience and peace of mind, we deliver software support over the phone or internet during regular business hours, 8 a.m. to 5 p.m. Monday through Friday. For Severity 1/System Down situations, our analysts are available 24/7.

Ways To Reach NetEx Support


Customers may reach NetEx support personnel through various methods, including:


  • Phone: Call 1.763.694.4350 | 44.3300.271862 (UK) and ask for support.

Please note: In an after-hours emergency, call the appropriate number or 1.651.229.5665 to reach a technical support analyst.


Required Information


No matter which method you use when reporting a problem to NetEx, please including the following information with your request for support:

 

  • Company name
  • Customer contact name, phone number, and email address
  • The specific NetEx product(s) involved, host operating system(s), and release levels of NetEx products and operating systems
  • Problem description and severity level

 

Once your issue is reported to NetEx, it will be assigned a number through our tracking database. Customers may obtain the current status of their reported issue by simply contacting NetEx and requesting the status using that assigned number.

Severity Levels


To keep customers informed, NetEx assigns severity levels to reported issues based on the following criteria:

  •  
  • Severity 1: System down. A customer's system is inoperative, and resources are provided 24 hours per day to work the issue. For example, NetEx crashes the host operating system when starting.
  • Severity 2: System highly impacted. While the system is not completely down, the customer's operation is severely impacted. For instance, NetEx must be restarted numerous times before a file transfer completes successfully.
  • Severity 3: System impacted. A customer's operation has a minor impact, such as NetEx outputting high severity error messages or experiencing slow performance.
  • Severity 4: Minor. The system is operational with infrequent errors, such as NetEx issuing an error message once a day.
  • Severity 5: Documentation. This level is used for reporting deficiencies in documentation.

Escalation Schedule


Depending on their severity level, issues reported to NetEx follow a standard escalation process based on the time elapsed from the initial report. For the purposes of transparency, this table illustrates that process:

Severity Elapsed Time Problem Escalated To:
1 8 hours Director of Customer Services
24 hours President and General Manager
2 3 days Director of Customer Services
7 days President and General Manager
3 10 days Director of Customer Services
14 days President and General Manager
4 45 days Director of Customer Services
60 days President and General Manager

New Operating System Releases


NetEx will use best efforts to offer assistance for new versions of actively supported Operating Systems within 180 days of our team acquiring access to each new Operating System release.

Back-Level Version Support


Once a software version has been released by NetEx as either a new release or as a replacement product, the previous version will be supported for 180 days. Support for older versions is available at NetEx's discretion. Support, if accessible, would be furnished based on availability of time and materials.

Software Warranty


NetEx warrants that software products will function in accordance with NetEx's published specifications existing on the date of acquisition for a period of 90 days from shipment.

Modifications to Host Software that are not specifically authorized by NetEx are prohibited. Any unauthorized modifications to Host Software may affect its operation and/or obstruct NetEx's ability to diagnose problems and provide corrections. Any work resulting from unauthorized modifications shall be paid for by the customer at NetEx's current support rates and may result in the immediate termination of warranty or support coverage.

Right-to-Use Licensing


All software supplied by NetEx requires payment of a monthly license charge, which includes standard software support, if available. Software support entitles customers to NetEx's reasonable efforts to correct deviations between the software product and its documentation existing on the date of acquisition.

For any service or contract questions, contact NetEx at 1.763.694.4350 or email our support team.

Professional Services Pricing


NetEx's current pricing for professional services, including time and expenses, is as follows:


  • Remote Maintenance Support: $157.50/hour, billed by actual hours
  • On-Site Maintenance Support: $315/hour, with an 8-hour minimum, plus any reasonable and actual expenses incurred
  • Engineering Services, including development and customization either on-site or remote: $315/hour, with an 8-hour minimum, plus any reasonable and actual expenses incurred for on-site

CAM/USER-Access®


CAM and USER-Access are now discrete products. NetEx licenses and supports USER-Access.

CAM and USER-Access are both able to operate over a TCP/IP connection. However, if both are installed and configured to use TCP/IP on the same CPU, they MUST NOT be run concurrently. NetEx further recommends that these products not be installed on the same CPU.

Need Product Assistance?


NetEx prides itself on delivering quick and dependable data transfer solutions for all our clients. If you experience a problem, notify our technical support team.

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