Nexal Technical SupportPolicies & Pricing
Effective 2001 January 01
Nexal Corporation brings you a wide array of support options to make your job easier, increase your productivity, and better meet your bottom line. From the moment you first use a Nexal product, whether a trial version or a new purchase, our technical staff provides timely and comprehensive support to keep you working smoothly.
- Hours of Service
- Methods of Payment
- Complimentary "Up and Running" Support
- Free On-Line Support Documents
- Extended Paid Support
- Reissuing Activation & Unlock Codes
- International Support
- Advanced Support Options
- Support Terms & Conditions
Contact Nexal Direct sales at +1 800.33.NEXAL for more information on purchasing extended support contracts.
Nexal provides person-to-person technical support by telephone from 8:30 a.m. to 4:30 p.m. PST. After hours support is also available.
Please contact your Nexal sales representative at +1 800.33.NEXAL for details.
All paid support options are charged prior to delivery of support and are payable by MasterCard, Visa or American Express.
Complimentary Up and Running Technical Support
(U.S. Fifty States & Canada only. See International
support for other options)
Nexal Corporation provides thirty (30) days of free support from the initial download or Nexal contact; the only thing you pay is the phone charge. Pre-sales technical support is complimentary while using one of our 30-day trial products.
- Free up and running 30-day person to person telephone support incidents from the first contact of Nexal. This includes the 30-day pre-sales evaluation period.
- 30-day free e-mail support at support@nexal.com from the first time of contact. Send us your questions, and we will respond to you as quickly and efficiently as possible. We recommend that you use our "Electronic Incident Report" on our main technical support page. This prompts you to complete an electronic form detailing your technical issues(s) and then automatically e-mails it to our technical support specialists.
- Upgrade installation support for an upgrade purchase from 30 days upon receipt of upgrade.
- Nexal does not offer complimentary support of updates or other products purchased at discounts.
Free On-line Support Documents
- On-line documentation: Nexal provides comprehensive on-line documentation for our product in PDF format. Whether it’s a how-to question or a description of our product structure, it’s on the web!
- FAQ’s: Nexal’s easy to follow FAQ’s guide takes users through the most commonly asked questions about Nexal products and how they optimize your work-flow.
- Technical Bulletins: All of the latest technical updates on Nexal products are posted on our web site for quick access. Nexal Technical Support Bulletins are issued by product. Technical bulletins primarily deal with known bugs, performance anomalies, and problems involving product interaction with the operating system or third-party products. Technical Bulletins generally provide work-around solutions for identified problems.
- Application Notes: Nexal Application Notes are issued by product. Application Notes primarily demonstrate new ways to use Nexal products that enhance productivity. In addition, Application Notes are issued to explain how to use Nexal products with other third-party products.
Extended Paid Support
Options
(U.S. Fifty States & Canada only. See International
support for other options.)
If your complimentary person-to-person technical support has expired and you need technical support which goes beyond the parameters of our free online support documents, Nexal has a number of support options for users to purchase. Nexal offers single incident as well as multiple incident packs for your convenience.
Support for undocumented bugs encountered while using a Nexal Product will not be charged. If, however, the problem has been documented and is listed in our free on-line support documents, the technical support fees will apply.
Reissuing Activation & Unlock Codes
There is a $50 service charge for reissuing a product unlock code. Codes will only be reissued for customers who have registered. It is important that both customer end-users and resellers maintain a record of their purchase along with activation and unlock codes issued at the time of purchase.
Pay-As-You-Go support is for the random incident you may encounter while using a Nexal product. A support incident is defined as the resolution of one technical question, problem or issue regardless of the number of telephone calls or e-mails required to resolve the problem.
| Number of Incidents | Workgroup Product |
Enterprise (SQL) Product |
| Single (1) Incident | $75 | $200 |
| 5-Incident Pack | $350 | $750 |
| 10-Incident Pack | $650 | $1,000 |
*Prices are in US dollars.
Incident-based support is the best solution for small to mid-sized office settings (25 and under) that require occasional technical support on your Nexal Product(s). Support incidences expire one year from date of purchase. Pay-As-You-Go Support incidences and other Nexal Support Contracts cannot be used concurrently.
NexRx Premium Contract Support
The easiest way to maintain support is to choose a year-long support contract. Nexal has a myriad of support contracts to meet the diverse support needs of our clients. Nexal’s Support Contracts are geared to mid to large size offices (over 25 users). Our support contracts range from a single contact within a company to multiple contacts within a multi-location company. All contracts maintain incident-based support, regardless of the number of contacts you choose to include in your contract. A support incident is defined as the resolution of one technical question, problem or issue regardless of the number of telephone calls required to resolve the problem. Support benefits last one (1) year from date of purchase.
Nexal provides the same free technical support to our international customers via e-mail at support@nexal.com or via the "Electronic Incident Report" on our main technical support page. Additional international email support is available at the US/Canada rate of $75.00 USD per incident; outbound phone support is also available for an additional fee of $5.00 per minute with a $20 minimum. Currently, Nexal offers only English language technical support.
Advanced Support Options for Technical Support Contracts
When only direct support will do, Nexal offers three solutions for delivering comprehensive, hands-on support:
- Real-time Remote PC Support:
Nexal Technical Support offers real-time remote PC access assistance using Symantec/Norton
pcAnywhere. Please contact Nexal Technical Support at +1 425.235.6393 for details.
- On-Site Technician Visit:
Nexal’s Technical staff even conducts site visits for clients who wish to have one of
our senior technicians assist with installation and maintenance of software or address a
critical issue. The cost is $2,000 per day, plus airfare to and from your city, hotel and
ground transportation. Nexal assumes all other food and travel-related expenses. Call +1
800.33.NEXAL for reservations.
- After-Hours/24x7 Support:
After hours support is available for customers who require 24x7 availability. All
after-hours support is available from 4:30PM to 8:30AM PST and is charged incrementally on
a per-call basis. For complete details contact Nexal Sales at +1 425.235.6393.
All Nexal support contracts and Incident Packs are subject to the terms and conditions set forth in the Nexal Technical Support Terms & Conditions document. By purchasing a Nexal Support Contract or License Pack, you agree to the support terms and conditions set forth by Nexal Corporation.