FAQ (Frequently asked Questions)
What are the server addresses to login:
DNS & whois
Explido Support System
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
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
|normal support ( Mon-Fri; 9am-5pm EST)
|extended support (Mon-Sat; 7am-10pm EST)
|detailed business and problem analysis and writing of specifications
|programming dependent on required experience
Billing is in 15 min. increments for a minimum of 30 min. per billing period
For details and availability please mail us.
(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,
Systems and Web Marketing.
This Web Site is brought to you by Explido Software USA
Inc. We hope the Information on our Site is helpful for you however we give
no guarantees for the Information on our Web Site If you want to process, store
or republish the Information on this Web Site in any way not associated with
the normal use of the Internet, as in search-engines, browser caches, proxy
servers, etc., you need our written consent.