Support

FAQ (Frequently asked Questions)

What are the server addresses to login:

DNS & whois
Server
Reseller
Customer

Dialup

Explido Support System

Confixx Webmailer

SMTP: mail.explido.us, mail.in-florida.net
POP3: mail.explido.us, mail.in-florida.net
DNS: ns1.explido.us, ns2.explido.us

Attention all passwords are CaseSensiTIVE!

Where can I find more help?

Most Topics are addressed in the Support forum, you are free to post there any questions you have. Please register and log-in to use the forum.

Other Support options

We offer different levels of support for our programs like: Our packaged, custom, and most common programs. Support is very much of a cost factor so we've tried to be competitive. While some Companies effectively charge you for the courtesy of even speaking to them we have a little compassion. You get a free quote from us including some free counseling as long as it is contract or offer related. Paying for services that are more involved and consistantly helps you seems a better value now doesn't it?

In most cases we can help you with our remote Support / remote Hands on Service. In-house service calls are cost intensive from the get go... gas, time etc... it just makes sense if we don't incure those upfront costs in the first place a lower service charge is passed on to you.

Support for our Software Products

The choice is simple:

• You get what you pay for. Our free Support is basically provided on a "When we have free time" Basis, that means you can turn in your questions via e-mail and we try to respond as soon as our working schedule allows us to. Our Free support is sometimes slow, but customer service is important to us and most of our paying customers use our escallated services or paid support. We do however care and we will try to keep you informed even if you can't pay for it.
  Considdering our Software packages, if what your requesting sounds more like an extension than a bug-fix, we will consider it but you must understand paid work comes first and we can not include any special features that will fit your special needs for free.
• Our Basic e-mail Support ($49 anualy) provides you with a 72 hours guaranteed response time, not necessarily the "solution" to your problem but we keep you abreast. If you find a mechanics problem, we will get it fixed A.S.A.P. However, extensions are not considered an escallation condition and you only stand a chance for your plea to be heard. As basic support suggests, it is meant for basic setups, not for the hyper dyper end of the line special setup...
• Our Enhanced e-mail Support ($99 anualy) covers a general 24 hour response during regular business-days. Call-backs are done on any question presented to us and include (odd) technical setups that are not normally covered. This Support option is however still for only ONE installation. And if you work on these special setups more often you obviously are a professional and in need of our professional support ;-)
• Our Basic Phone Support ($199 anualy) covers all kinds of questions relating to our products, basic setups, detailed configurations. Questions via e-mail are given consideration and handled like the aforementioned enhanced e-mail support with a 24 hour response time during regular business days. However an option for live support is also included. Live support includes live counseling in the following areas: Installation support, Troubleshooting-regarding our products (Up to 3 hours of live session support) during normal business hours ( Mon-Fri; 9am-5pm EST). If this plan isn't enough, additional hours can be obtained at a discounted rate...) Calls for Bug/Trouble reports are unlimited however an immediate fix can not be guaranteed. Calls are taken according to support level and severity. We guarantee if your call isn't handled on the spot we'll call you back, as soon as we can, at no extra charge.
• Our The Professionals Phone Support ($199 anualy) is targeted at the industry Professional, whose level of knowledge surpasses basic support questions and complications. Since you know the difference between a forgotten execute flag, a full hard disk and a real problem, you may call in for help during our extended business hours (Mon-Sat; 7am-10pm EST), Since basic and Professional phone support are priced the same, we reserve the right to determind the users needs and switch you back to basic phone support depending on our findings. We provide a much more intensive support service for professionals with legitimate problems and the comprehension to analyse the source of failure. Basic support is covered on our normal business hours ( Mon-Fri; 9am-5pm EST)... The enhanced e-mail support is included in this plan. As an added benefit registering as a "Product Professional" with us allows us to virtually boost your buisness by passing your contact data to interested local customers for help with their systems.
• Our Enhanced Phone Support ($599 anualy or $60 monthly) is targeted at the Corporate professional whose needs range from an occasional incidental support with escallation to the immediate emergency assistance. We include nights and weekends and free phone support. All for up to eight incidents. Otherwise identical to Professional Phone Support, so it as well including Enhanced E-mail Support.
  
• Our Basic Service Plans (start at $499 anualy or $50 monthly) are based on the Basic Phone Support but offers the main features of all our service plans:
  On Time Problem solutions.
  When you use our Software in key positions of your business, a 24 hour response may not be enough, you need a solution for your problem, not only a response. Our Service plan will put you in Contact with the programmers when necessary and we will try everything to solve your problem within 72 hours. You even will get a minor change for free, e.g. to adapt a program better to your needs.
• The Professional Service Plans (start at $999 anualy or $100 monthly) are based on the Enhanced Phone Support and will offer the same Service like the Basic Service plans, with one exception, we will try to get your problem solved or a workaround within 48 hours. And even faster in an emergency. If you have suggestions for further enhancements we will seriously evaluate same.
• The Enhanced Service Plans (start at $1999 anualy or $200 monthly) and basically include all of the above, but our developers will drop everything they are doing to solve your urgent problems. Further on, your suggestions will most likely make it on the to do list for future enhancements on our standard products and a couple of minor changes are included.
• Our Full Service (Setup starts with $500 anualy or $50 monthly) does not really fit the list but should be mentioned here anyway. If you or your IT-department lack the manpower to implement our products, we can help you with that, for a one time setup-fee, we will set up your system professionally and help you analyze the best setup options. Add a Service plan and we will install updates and monitor your System to make sure our software runs as it is supposed to. This includes even the time for a switch of the OS or Hardware every 2 Years after the original setup.
  
• Costs for all Service Plans are dependent on the serviced installations, since we do not assist you, but do the work for you, the price depends on the number and kind of the machines to service! The prices mentioned here are for single Server setups and only cover the Server not workstation problems. Monthly payments are to be made with automatic Credit Card payment for a minimum of one full Year. Serviceplans usually cause 85% of the work in the first 2 month, these initial costs are spread over the duration of the contract, depending on your actual service usage we can give you a discount for following years of up to 50% (crediting you for up to 50% of the unused service units in the same contract).

Other support related Prices

Billing is in 15 min. increments for a minimum of 30 min. per billing period (month).

For details and availability please mail us.

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(c) 2001-2004 Explido Software USA Inc. NEW Phone number 1 (863) 248 1195 or 1 (800) 348 5129
Explido Software USA Inc. is a small private owned IT Service company in central Florida. From our location in Lakeland, Polk County we service the whole Tampa and Orlando area. Our main areas of business are IT Counseling, Software Development, Linux Server Systems and Web Marketing.
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