Support Requests

Licensed Support

• Standard licensee agreements include unlimited support during the licensing period for customers in good standing.
• Support covers the staff and users of the licensed organization.  Support does not include the clients/students of the licensed organization.  Xenegrade support staff is restricted from communicating with clients/students of the licensed organization.
• The online Support Center is the first line of contact for support.  The online Support Center includes the XenDirect help articles (knowledgebase) and a support ticket system used to report all errors and questions for XenDirect and related modules.
• The online Support Center is monitored regularly.  Xenegrade strives to respond to tickets on a mean time of 30 minutes during normal Monday-Friday business days between 8 AM and 5 PM ET. For tickets submitted outside the normal work times and days, Xenegrade strives to respond to tickets in a mean time of 48 hours depending on the issues outlined in the ticket.  Each ticket submitted off-hours is treated on a case-by-case basis.
• Login to the Support Center is required to submit a support ticket.
• System Unavailable/Outages:  For situations where the system is unavailable, a ticket should be submitted through the Support Center using special instructions.
• For customers that desire a higher level of support, there are Enhanced Support options. Contact Sales for details.
  

eLearning: Support

* If you want to open the eLearning lesson in a new tab, use Right-Click and select the "Open link in new tab" option.

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Submitting Support Tickets

The online ticket system used by Xenegrade is a FIFO (First-In, First-Out) based method and is the method by which users can submit inquiries or report issues regarding XenDirect. This is the primary method of contact with Xenegrade support personnel. Phone support is a LIFO, Last-In-First-Out method, and is used only when an emergency or other priority is deemed necessary by the Xenegrade support staff.

Xenegrade uses a FIFO method of providing support services to customers, meaning the First-In, First-Out. A FIFO method is the fairest and most appropriate method of support because it allows customers that submitted a support request first are first served. FIFO is followed by support staff unless an emergency or other factors warrant a change of priorities.

Xenegrade support is limited to the use and support of the XenDirect software application and related modules.  Programming in other applications such as HTML, MS Access, MS SQL, or other coding and programming languages is not supported.  Users should obtain the skills for these related areas independent from Xenegrade support.

In general, Xenegrade support limits or restricts assistance and recommendations on areas where legal or business protocol may be of concern. Examples are:

• Accounting practices or decisions
• HTML use
• Query development
• Report design
• The operation of software applications of other vendors related to functions integrated into XenDirect

How To Use The Support Ticket System

1. From within XenDirect, click the Support link in the header. Users can also navigate directly to xenegrade.kayako.com as an alternative.
2. To use the Ticket System, you must register. You only need to register one time. Click the Register button on the home page and follow the steps to register.
3. Once registered, you can submit support tickets via email or via the Support Center. As you submit a support ticket, you will receive via email an automatic reply that the ticket has been received. There is nothing you need to do with that email at this point.
   • Support Center Submit: Login to the Support Center using the email and password you used when you registered. Once logged in, click on the [Start a conversation] link and follow the steps.
   • Email Submit: From the same email address you used when you registered, send an email to support@xenegrade.com. If you use a different email address other than the one registered, the email submission will not be accepted into the system.
   • Be sure to be as detailed as possible and provide real examples whenever possible.
   • The ticket [Subject] should also be descriptive. Try to use subjects that are more descriptive than just a plain subject such as “Questions” or "Help".
   • Please submit different topics in different tickets rather than one ticket with many questions. Tickets with many questions tend to lose track of some of the questions along the process.
     
4. When support personnel reply to the ticket, an automated reply is sent via email. You can reply using either of two methods:
   • Support Center Login: Login to the Support Center using the email and password you used when you registered. Once logged in, click on the conversation in your list. You can review the response and reply if desired. Use this method if you discover that you are not able to receive email replies from the Support Center.
     
   • Email: You can reply directly from the email response. Do not change the subject line as that information is important for the ticket system to recognize the ticket details.
5. The ticket reply process will continue as a conversation until the matter is resolved. Once a ticket is completed, you can still re-open the same ticket if needed. After 30 days, closed tickets automatically are archived and tagged as closed. Closed tickets can be reopened. In this case, open a new ticket for the inquiry or issue.
   
6. Once closed, the user may receive an email to complete a very short ticket survey. This survey is optional but replies do help Xenegrade improve the support system.
7. You can log into the Support Center at any time to view your new and old tickets. If you forget your password, you can use the Forgot Password option to retrieve it via email.

Ticket Contents

• Subject: Be as descriptive as possible. Try to avoid plain subject lines such as “Questions” or "Help". Tickets with less descriptive subject lines are more difficult to locate when searching a long list of tickets.
• Include Examples: Tickets with examples included are resolved much faster than those without examples. Please include a course code, client ID, client name, or some form of information that will help support staff review the issue.

Responsibilities

• It is the responsibility of the user and their employer to perform data entry functions. Xenegrade support staff is not responsible for performing data entry.
• When users create very complicated combinations of record entries with excessive numbers of transfers, deletes, credits, refunds, and other related transactions, it is not the responsibility of Xenegrade support staff to determine how to undo overly complicated situations. That responsibility remains with the user and their employer.
• It is Xenegrade's policy that financial record keeping and accounting recommendations by Xenegrade employees are limited to reviewing the options that are available within the XenDirect registration software application. Decisions about financial record keeping and accounting are the responsibility of the customer. When financial questions exist, Xenegrade recommends users contact their business officials regarding accounting practices.

Emergencies/Outages

When an emergency exists and you have ruled out a local issue, follow these steps.

Rejected Tickets Submitted by Email

• If a ticket is submitted by email from an email address that is not linked to a registered user in the Support Center, the ticket will be rejected. The sender will receive a reply email as such as:
  

Your ticket has not been accepted into the system. You are required to create an account before you can create any tickets via email. Please register.

Once registered, you will be able to submit tickets directly by sending us an email. We are sorry for any inconvenience this may have caused.

Support Center: https://xenegrade.kayako.com

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Phone Support

Phone support is not a feature of the standard support package provided with XenDirect licensing. Support requests should be submitted using the online ticket system.

• Xenegrade support staff may initiate phone support when a situation warrants it.
• Customers can purchase a phone support package if desired — contact sales regarding details and costs.

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Page last revised 6/14/2022