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Software Support Policy
Network Executive Software provides worldwide support for the NETEX® product line (NETEX, BFX, PFX, USER-Access and TPS) from our headquarters in Maple Grove, Minnesota.
Software support delivery is provided via the telephone with an on-site option (Professional Services) if required. Base Support hours are 08:00 through 17:00 US Central Time zone, although analysts are available around the clock for Severity 1 (System down) situations.
How To Reach NetEx
NetEx support personnel may be reached by various methods:
- Telephone 800.854.0359 and ask for support.
- Send email to support.
- Report problems via our web homepage using this Problem Report Form.
- NOTE: In an after hours emergency situation, call NESi at 800.854.0359 and follow the voicemail prompts to reach a technical support analyst.
- Dumps, logs & other supporting information may be uploaded to the NESi FTP Server.
Required Information
When reporting a problem no matter which method is used the following information must be supplied:
- Customer name and site ID
- Customer contact name, phone number and email address
- NETEX and host operating system types and release levels
- Problem description and severity level
Once a problem is reported to NetEx, it is entered into a problem tracking database and assigned a number. Customers may get the current status of their problem by simply contacting us and requesting the status of the assigned problem number.
Severity Levels
When problems are reported to NetEx, they are assigned a severity level based on the following criteria:
Severity 1
System down | The customer's system is inoperative, and resources are provided 24 hours per day to work the issue. E.g., NETEX crashes the host operating system when starting. |
Severity 2
System highly impacted | While the system is not completely down, there is a major impact to the customers operation. E.g., NETEX must be restarted numerous times before a file transfer completes successfully. |
Severity 3
System impacted | There is a minor impact to the customer's operation. E.g., NETEX outputting high severity error messages, or slow performance. |
Severity 4
Minor | The system is operational, but there are infrequent errors. E.g., NETEX issues an error message once a day. |
Severity 5
Documentation | Used for reporting deficiencies in documentation. |
Escalation Schedule
The following table illustrates the escalation process for problems reported to NESi:
| Severity |
Elapsed Time |
Problem Escalated to: |
| 1 |
8 hrs |
Director of Customer Services |
| |
24 hrs |
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
Network Executive Software will use best efforts to provide support for new versions of actively supported Operating Systems within 180 days after NESi
has access to the new Operating System release.
Back Level Version Support
Once NESi has released a version of software, either as a new release or as a replacement product, the previous version will be supported for 180 days. Support for older versions is available at the discretion of NESi. Support, if available, would be furnished on a time and materials basis.
Software Warranty
NESi warrants that the software product will function in accordance with NESi'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 NESi are prohibited.
Any unauthorized modifications to Host Software may affect its operation and/or obstruct NESi’s ability to diagnose problems and provide corrections. Any work resulting from unauthorized modifications shall be paid by the customer at NESi’s then-current support rates and may result in the immediate termination of warranty/support coverage.
Right-to-Use (RTU) License Charge
All software supplied by NetEx requires payment of a Monthly License Charge.
Standard software support, if available, is included in the Monthly License Charge.
Software support entitles customers to NESi’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 by phone at 800.854.0359 or send
email to our support group.
Professional Services Pricing
Current pricing for Professional Services (Time & Expenses) is as follows:
- Remote Telephone Support - $142.50/hour, billed by actual hours.
- On-Site Support - $285/hour, 8 hour minimum, plus reasonable and actual expenses incurred.
CAM/USER- Access®
CAM and USER-Access are now discrete products. NESi 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. NESi further recommends that they not be installed on the same CPU.
Service Status Definitions
The various products in the Support Matrix refer to their Support Status, which is defined below:
Active: Active software products are those for which NESi has not terminated development efforts. NESi will use its best efforts to qualify Active software products for compatibility with the most recent version of the host OS within 6 months of general availability of the host OS; however, NESi does not guarantee that Active software products will be compatible with any newly released version of host OS. Active software products are supported as defined in NESi's standard Software Support Policy (above). For Active software products, NESi will support the current release of the product, plus one revision back from the current release for a period of 6 months from the time the new release becomes generally available. Other prior revision levels of NESi software products outside the scope of this policy are supported on a “best efforts” basis.
Inactive: Inactive software products are those for which NESi has terminated development efforts. Inactive software may not be compatible with the most recent version of the host OS. NESi will apply its standard Software Support Policy for the final release level of the NESi software product. Support for non-compatible host OS versions will be provided on a “best efforts” basis.
Inactive/Replaced: As Inactive; however, NESi has developed a new product which fully replaces its predecessor.
Best Efforts: Software products categorized with “best efforts” support means NESi has terminated development efforts for these software products. Software products in this category may not be compatible with the most recent version of the host OS. NESi's standard Software Support Policy does not apply to products in the “best efforts” category. NESi will use commercially reasonable efforts to assist the customer in resolving errors. However, the necessary computing resources may not be available at NESi’s support center and use of the customer’s computing resources to diagnose and resolve problems may be required.
Unsupported: Unsupported software products are those for which NESi does not offer standard maintenance services. NESi may, at its option, provide “best efforts” assistance on a time and expenses basis. |
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