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Genlex offers the following Software Maintenance and Technical Support free of charge to its customers:
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Genlex provides 60 days of Free Support for new (non-upgrade) software purchase.
When the free support expires, it is recommended that you purchase one of our
incident-based maintenance plans.
Maintenance Agreement Plans
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Plan Description |
Annual Fee |
Price/Incident |
Additional Incident |
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| PLAN1 |
Per Incident |
$40.00 |
$125.00 |
$0.00 |
| PLAN2 |
Up to 5 Incidents |
$250.00 |
$0.00 |
$125.00 |
| PLAN3 |
Up to 10 Incidents |
$375.00 |
$0.00 |
$125.00 |
| PLAN4 |
Up to 50 Incidents |
$1,200.00 |
$0.00 |
$125.00 |
| Service Features |
| The service will be provided only for Genlex products used in accordance with the
defined hardware and operating system requirements.
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| Incident Definition |
| An incident is defined as a single support issue and the reasonable effort needed to resolve it.
Incidents do not include software customization, training, or software installation. It is possible for one incident
to span multiple telephone calls, it is also possible for one telephone call to include multiple incidents. An incident
is considered closed if the customer has not responded to Genlex after information was provided,
10 business days after a final message has been left on Customer's voice mail or sent via electronic mail. The incident
can be later reopened if the incident has not been resolved.
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| Supported Products |
CaseAce
RxClose |
| Requirements |
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All services are provided subject to Support terms and conditions as contained in the Software Maintenace Agreement |
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Upon reporting an incident, the Customer will receive a Case Support Reference Number that should be used in all communication regarding the incident. |
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The Customer should provide a clear, detailed description of the problem or the question, and where applicable, provide a test case that demonstrates problem. |
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Technical Support by Email
For any question regarding the use of our software and for software troubleshooting, please
submit a Support Incident record.
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To view details of our Software Maintenance Agreement, you must have software called Adobe Reader
(formerly known as Acrobat Reader) installed on your computer. Adobe Reader is available free of charge
from a software company called Adobe Systems, Inc. To use it, download it to your computer, then install it.
Instructions are provided by Adobe when you begin the download.
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