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Support Policies


Technical Support and Upgrade Policies


You are eligible to receive technical support if you meet one of the following criteria:
  1. You purchased QXpress within the last 12 months and you have service minutes available in your account.
  2. You are currently renting QXpress and you have service minutes available in your account.
  3. 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:
  1. 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.
  2. 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.
  3. 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.
  4. 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.
  5. 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:
  1. 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.
  2. The database is then transferred to the web server located and administered at Alocet's office.
  3. When the database transfer is complete, an Alocet staff member will receive an email informing them of the presence of the uploaded database.
  4. An Alocet staff member will then copy the database locally to their computer and perform any necessary tests, repairs or conversions.
  5. 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.
  6. An Alocet staff member will then contact the user to have them download the repaired / converted database from the server, if applicable.
  7. 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).



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