Velixo's Customer Support program is designed to provide fast and effective help with product questions and support issues during business hours. It features access to the online Support Portal and Knowledge Base for how-to questions and support cases to Velixo product support. We have experienced support staff in multiple time zones to ensure worldwide coverage. Cases are handled by e-mail to firstname.lastname@example.org and Zoom/phone support is used when necessary. Training/Consulting Services or Implementation Services are not included as part of regular product support and need to be purchased separately.
What is Considered Technical Support?
There can be a fine line between a support question and a consulting question. Some topics that are considered to be technical support issues are:
- Questions about software compatibility and hardware requirements
- Issues regarding Velixo Reports installation and configuration
- Velixo error messages
- Velixo Functions returning #VALUE!, #NAME? or other errors
- How-to questions about Velixo financial and project management functions
What is Considered a Billable Consultation?
Questions regarding report design are usually considered to be billable consultation. These are typically outside the scope of technical support, as they are not related to technical software issues but, rather, related to training and consulting. Your Velixo support technician will notify you if a billable service has been requested and await your approval before proceeding. Inquiries that Velixo Technical Support can resolve quickly will not generally be considered billable. Some topics that are considered to be a billable consultation are:
- Questions on how to design a report
- Questions about how to create a Generic Inquiry in your ERP
- Questions about Excel functionality
- Having one of our consultants conduct a training for installing and using Velixo Reports
- Having one of our consultants build a report for you - including meetings for gathering requirements (note: if the report can be genericized to work as a sample report for Velixo's use, the consulting fee may sometimes be waived).
If you are unsure if your inquiry is a technical issue or a billable consultation, we still encourage you to submit a support request.