SUPPORT POLICY

 

 

 

 

 

1.            ALL SUPPORT CALLS/INCIDENTS must be submitted via the Customer Portal located on our website at www.nexjensys.com click the Customer Portal link located in the top or bottom header areas of any page.  NOTE: If you have any questions regarding this or need assistance accessing the Customer Portal, please send us an email to support@nexjensys.com with your questions, concerns or issues.

 

2.            SOFTWARE SUPPORT COVERS:  Technical assistance concerning the general operation of the software (Genesis) and its related modules, assistance with issues related to jBase, software corrections for software “bugs”, and software improvements made generally available to the customer base via (upgrades).

 

3.            SOFTWARE SUPPORT DOES NOT INCLUDE:  Hardware assistance, Networking assistance, issues relating to any software other than (Genesis) and its related Modules, assistance after a System crash to rebuild and/or correct file errors, Custom Programming modifications, Report changes including “End of Day” and “End of Month” reports, extensive Training/Re-training on software modules, or After Hours support.  Any service not covered under standard support is available on a per incident charge, if NexJen offers service for those items.

 

4.            ALL SERVERS that are supported by NexJen Systems must be on Windows server (2000 or 2003) Standard or Enterprise Edition only.

 

5.            REPLACING OF SERVER:  Advanced notice must be provided to NexJen Systems 30 days prior to the server conversion.  NexJen Systems will coordinate with your Hardware/Network Technician to ensure a smooth transition of your (Genesis) software.  All System changeover services are billed at a rate of $175.00 per hour.

 

6.            3rd PARTY SOFTWARE:  Any 3rd Party Software you choose to use in your business should be deployed on a separate server from the Genesis Server i.e. (SQL, Exchange), etc.  Any support issues found to have been caused by such 3rd Party Software shall be billed at our then current hourly rate.

 

7.            SERVER NAMING:  The Server Name must NOT be changed at anytime without prior notification to NexJen Systems.  Renaming the Genesis Server will cause the (Genesis) software to become inoperable.

 

8.            ALL SUPPORT PAYMENTS are due by the due date listed on the current months invoice.   Any customer’s account that becomes delinquent will be placed on Support Hold, until all back support charges have been received.

 

9.            STANDARD SUPPORT HOURS are 7am to 5pm; Monday – Friday.

 

10.         THE CUSTOMER PORTAL is available 24x7 and monitored on a regular basis. If you choose not to use the Customer Portal, there will be a $25.00 support fee per call or email added to your monthly support invoice.  If it is an emergency please contact us directly bypassing the Customer Portal.

 

11.         EMERGENCY SUPPORT LINE is 760.297.1183 x2 Support

 

12.         NEXJEN’S HOURLY RATE:  For Custom Programming and extended After Hours support, along with any other service not covered by standard Software Support will be billed at a rate of $175.00 per hour.  All services are billed in 15 minute increments.