Support Policy

Corporate Statement

Basic Guidelines and Priorities

1. All support from Neoxen Systems is available for both customers and pre-sales inquiries. Basic priority is on a first-come, first-serve basis.
   
2. Customers with a current Neoxen SELECT Agreement always receive the highest priority. For more information on purchasing a support agreement, please send email to our Customer Care Center.
   
3. Support requests received from customers that have current annual subscriptions receive priority over those that do not.
   
4. Telephone support is available for Neoxen SELECT Agreement customers only. If a support representative is not available to take your call, our support receptionist will enter your information and assign you a ticket. By email you can reach our Customer Care Center department.

What We Will Help You With

1. Installation of Neoxen Products.
   
   Provided you are using one of our digitally signed installers, the operating system and service pack are listed as supported and the installation defaults are selected, our technical support staff will assist you in getting Neoxen products up and running. If it is determined that one of the above conditions is not met, an alternative will be suggested and the ticket closed.
2. Security Settings.
   
   We will assist you with NTFS and registry permission settings, provided you are logged in as the local administrator for the machine.
3. Algorithmic Recommendations.
   
   Using Neoxen Products to Develop a Solution Our team of experts can provide you with the best ways to get the job done. We will provide you with "how to" functionality that explains the best way to use Neoxen products.
4. Explanation of Neoxen Product Properties and Methods.
   
   Unclear about how a particular property or method is used? Our technical support representatives can further explain how all of our products properties and methods work.
5. Order of Precedence Issues.
   
   When Using Neoxen Products Your particular situation may be unclear as to when you call certain methods or set certain properties with Neoxen products. Just ask our Technical Support personnel if you are on the right path and if not, we will help you get there.
6. Pseudo-code Examples.
   
   That Assist With Developing a Solution Since Neoxen products can be used in literally dozens of environments, we utilize pseudo-code when explaining the operation of our products. We may not speak your exact language, but our Technical Support team can point you in the right direction with easy to understand examples.
7. Bug Determination.
   
   Not every software product is perfect and sometimes bugs do crop up. We at Neoxen Systems take defect reports seriously and report them up the pipeline to development as soon as they are reproduced in-house. If the culprit is determined to be a defect, you will be told which service pack or hot fix it will be corrected in, and if you are a Technical Support Agreement customer, you will get an incident credited back to you.
8. Troubleshooting.
   
   Your Program's Interaction With Neoxen Products Provided the issue can be traced to using a Neoxen product and any other pertinent guidelines have been followed, our Technical Support team can review your code in helping you resolve your problem.
9. Enhancement.
   
   Logging We at Neoxen Systems are committed to providing the highest quality products on the market and take all enhancement requests seriously. You will be notified which service pack, hot fix or new version the enhancement will be made available in.
   
   

What We Will Not Do

1. Look at issues if you have not yet downloaded the product.
   
2. Convert software between two different languages.
   
3. Assist you in setting up your operating system (outside of Neoxen product configuration issues)
   
4. Write your software for you. You should contact our Sales Department in order to request software engineering services.