Support Policies
Technical Support and Upgrade Policies
You are eligible to receive technical support if you meet one of the following criteria:
- You purchased QXpress within the last 12 months and you have service minutes available in your account.
- You are currently renting QXpress and you have service minutes available in your account.
- You have purchased QXpress (rather than rented) and have a current Keep Me Current Plan subscription and
you have service minutes available in your account.
Upgrades:
If you purchased QXpress, you are entitled to FREE software upgrades and updates for 12 months following your
initial purchase. In order to continue receiving upgrades and updates after the 12-month anniversary of
your initial purchase, you must subscribe to the
Keep Me Current Plan.
If you are currently renting QXpress, you are entitled to FREE software upgrades as long as you continue to rent
the software.
How the Keep Me Current Plan Improves Technical Support
The Keep Me Current Plan ensures that all customers are working with the most
recent version our software. This improves the technical support you receive in
the following ways:
- Documentation related to our software - such as manuals and tech articles - reflect the most recent version of our software. This means that if you are using an older version of our software, you may not find the answers you are looking for in these materials.
- The most recent version of our software is more likely to integrate with newer versions of other software applications that you use. For example, if you are using an older version of our software and you upgrade your operating system, you may experience conflicts because the old version of our software was not designed for use with the new operating system. Such problems are avoided by staying current with our software.
- The most recent version of our software includes new, time-saving features. This means that by using the most recent version of the software, you will be able to take advantage of features that have been implemented as a result of suggestions from other users.
- Our staff is trained on the most recent version of our software. This means that if your support issue is related to an older version of our software, it may take longer to receive an answer because more investigation is required.
- The most recent version of our software includes fixes to all reported bugs. This means that by using the most recent version, you are less likely to have an issue in the first place.
Alocet Database Transfer Privacy Policy
What This Privacy Policy Covers
This policy covers the standard procedures of how Alocet Incorporated handles
databases transferred to our server and the information contained in those databases.
Database transfer methods include, but are not limited to, a file uploaded by an
Alocet software user to the Alocet server using an Alocet web page or Alocet transfer
utility, for the purpose of technical support, and for database conversions. This
policy does not apply to the practices of companies that Alocet does not own or
control, or to people that Alocet does not employ or manage.
Database transfer process
The following process is typical of how an uploaded database is handled by Alocet Staff:
- An Alocet Staff member will explain the steps of how to upload a database to
the Alocet Server. The delivery of these steps include, but are not limited to,
the following methods: explained verbally over the phone, via email, or via a
TechKnowledge article found on the Alocet website.
- The database is then transferred to the web server located and administered at Alocet's office.
- When the database transfer is complete, an Alocet staff member will receive an email
informing them of the presence of the uploaded database.
- An Alocet staff member will then copy the database locally to their computer and perform
any necessary tests, repairs or conversions.
- Upon completing their work, the Alocet staff member will place the database back on Alocet's server and remove it from their computer, when applicable.
- An Alocet staff member will then contact the user to have them download the repaired / converted database from the server, if applicable.
- The database will typically be removed from the server within 30 days or as directed by the Alocet software user.
What information is viewed
Alocet Staff members make every effort to only view information relevant to the issue they are trying to solve.
Use of database and information
Alocet has no intent to rent, sell, or share the database or the information in the database with any 3rd parties. Alocet makes every
reasonable effort to ensure the security of your data at all times.
Liability
Alocet's liability for database transfers is covered by the regular software
End User License Agreement (EULA).
Alocet Incorporated Privacy Policy
We collect the e-mail addresses of those who communicate with us via e-mail, aggregate
information on what pages consumers access or visit, and information volunteered by the
consumer (such as survey information and/or site registrations). The information we collect
is used to improve the content of our Web pages and the quality of our service, and is not
shared with or sold to other organizations for commercial purposes, except to provide products
or services you've requested, when we have your permission, or under the following
circumstances:
- It is necessary to share information in order to investigate, prevent, or take action regarding
illegal activities, suspected fraud, situations involving potential threats to the physical safety
of any person, violations of Terms of Service, or as otherwise required by law.
- We transfer information about you in the event of an aquistion or merger with another company
Information Gathering and Storage
When you register for Alocet Incorporated we ask for information such as your name, company
name, email address, billing address, credit card information. Members who sign up for the free
account are not required to enter a credit card. Alocet Incorporated uses collected information
for the following general purposes: products and services provision, billing, identification and
authentication, services improvement, contact, and research.
Cookies
A cookie is a small amount of data, which often includes an anonymous unique identifier, that is
sent to your browser from a web site's computers and stored on your computer's hard drive.
Cookies are required to use the Alocet Incorporated service. We use cookies to record current
session information, but do not use permanent cookies. You are required to sign-in to your
Alocet Incorporated account after a certain period of time has elapsed to protect you against
others accidentally accessing your account contents.
Data Storage
Alocet Incorporated uses third party vendors and hosting partners to provide the necessary
hardware, software, networking, storage, and related technology required to run QXpress and
Method Integration products. Although Alocet Incorporated owns the code, databases, and all
rights to the QXpress and Method Integration application, you retain all rights to your data.
Disclosure
Alocet Incorporated may disclose personally identifiable information under special
circumstances, such as to comply with subpoenas or when your actions violate the Terms of
Service.
Changes
Alocet Incorporated may periodically update this policy. We will notify you about significant
changes in the way we treat personal information by sending a notice to the primary email
address specified in your Alocet Incorporated primary account holder account or by placing a
prominent notice on our site.
Questions
Any questions about this Privacy Policy should be addressed to
info@alocet.com or by
mail at: Alocet Incorporated, 57 Spadina Ave, Suite 210, Toronto, ON, M5V2J2, Canada.
More Information:
What are Service Minutes?
Service minutes indicate the amount of technical support you are eligible to receive. For
example, if your account has 120 service minutes available, you are eligible to receive
120 minutes worth of service.
Service minutes can be used for e-support, telephone support. Whenever you use one of
these services, the amount of time required to complete the service is deducted from your
service minutes. Once you no longer have any service minutes available in your account,
you must purchase additional service minutes before you can receive further support.
Free service minutes are included with the following purchases:
- QXpress full purchase (any version) - 120 Minutes
- QXpress rental (any version) - 120 Minutes
- Keep Me Current Plan - 60 Minutes
NOTE: If you are renting QXpress, your account will be credited with 5 service minutes
every month beginning in your 13th month.
Otherwise, service minutes must be purchased in 1 hour increments.
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