Software Maintenance Assurance Program

Software Maintenance Assurance – represents a yearly support plan, available to all XER Reader customers, including businesses, organizations, and individuals, and it is based on annual renewals.

Product Upgrades

Customers are entitled to receive all new versions and upgrades during the SMA period. These upgrades, along with interim service packs, will be made available for distribution by manual download.

For all product upgrades available during the period of the SMA, clients are notified by email. All clients are entitled to receive all upgrades available during the period of the SMA even if the SMA has expired.

Product upgrades apply only to desktop installations. Using the XER Reader web application will always provide access to the latest updated version.

Technical Support

Technical support is provided only by email. For support, contact XER Reader at support@xerreader.com.

Hours of Operation and Contact Info

Standard Customer Support Center working hours are Monday to Friday, 9:00 – 16:00 CET.

For support requests received during normal working hours, the initial response time is between 4 and 12 hours, depending on the priority. If the request is received outside these hours, the response time is measured from the start of the next business day.

Resolution time depends on the request type. For regular service requests connected with licensing, downloading, installing, or using the products, the resolution time is between 4 and 48 hours.

In the case of reported defects, change requests, or required improvements, the resolution time will depend on the severity of the defect/request and the time until the next product release or patch where the fix will be applied.