Software Support Policy

Network Executive Software provides worldwide support for the NETEX® product line (NETEX, BFX™, PFX™, eFT/USER-Access™ and TPS™) and HyperIP® from our headquarters in Maple Grove, Minnesota.

Software support delivery is provided via telephone/Internet with an on-site option (Professional Services) if required. Base Support hours are M-F 08:00 to 17:00 US Central Time (14:00 to 23:00 GMT). 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 (North America) | +1.763.694.4350 (rest of the world) and ask for support.
  • NOTE: In an after hours emergency situation, call the appropriate toll-free number listed above or +1.651.229.5665 to reach a technical support analyst.
  • Send e-mail to support.
  • Report problems via the web using the Problem Report Form.
  • Dumps, logs & other supporting information may be uploaded to NetEx Software's FTP Server.

Required Information
When reporting a problem no matter which method is used the following information must be supplied:

  1. Company name
  2. Customer contact name, phone number, and email address
  3. The specific NetEx product(s) involved, host operating system(s) involved, and release levels of NetEx products and operating systems.
  4. 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 NetEx Software:

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
Network Executive Software will use best efforts to provide support for new versions of actively supported Operating Systems within 180 days after NetEx Software has access to the new Operating System release.

Back Level Version Support
Once NetEx Software 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 NetEx Software. Support, if available, would be furnished on a time and materials basis.

Software Warranty
NetEx Software warrants that the software product will function in accordance with NetEx Software'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 Software are prohibited. Any unauthorized modifications to Host Software may affect its operation and/or obstruct NetEx Software's ability to diagnose problems and provide corrections. Any work resulting from unauthorized modifications shall be paid by the customer at NetEx Software'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 Software requires payment of a Monthly License Charge. Standard software support, if available, is included in the Monthly License Charge. Software support entitles customers to NetEx Software'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/+1.763.694.4350 or send email to our support group.

Professional Services Pricing
Current pricing for Professional Services (Time & Expenses) is as follows:

  • Remote Maintenance Support (Telephone, internet, etc.) - $157.50/hour, billed by actual hours.
  • On-Site Maintenance Support - $315/hour, 8 hour minimum, plus reasonable and actual expenses incurred.
  • Engineering Services, including development and customization (whether on-site or remote) - $315/hour, (8 hour minimum, plus reasonable and actual expenses incurred for on-site)

CAM/USER-Access®
CAM and USER-Access are now discrete products. NetEx Software 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 Software further recommends that they not be installed on the same CPU.


Support Status Definitions

The Support Status referred to in the Platform Support Tables for each product is defined below:

Active: Active software products are those for which NetEx Software has not terminated development efforts. NetEx Software 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, NetEx Software 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 NetEx Software's standard Software Support Policy (above). For Active software products, NetEx Software 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 NetEx Software's software products outside the scope of this policy are supported on a "best efforts" basis.

Inactive: Inactive software products are those for which NetEx Software has terminated development efforts. Inactive software may not be compatible with the most recent version of the host OS. NetEx Software will apply its standard Software Support Policy for the final release level of the NetEx Software software product. Support for non-compatible host OS versions will be provided on a "best efforts" basis.

Replaced: As Inactive; however, NetEx Software has developed a new product which replaces its predecessor.

Best Efforts: Software products categorized with "best efforts" support means NetEx Software 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. NetEx Software's standard Software Support Policy does not apply to products in the "best efforts" category. NetEx Software will use commercially reasonable efforts to assist the customer in resolving errors. However, the necessary computing resources may not be available at NetEx Software'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 NetEx Software does not offer standard maintenance services. NetEx Software may, at its option, provide "best efforts" assistance on a time and expenses basis.

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