The online Support Center is the first line of contact for support. The online Support Center includes the XenDirect help files (knowledgebase) and a support ticket system used to report all errors or submit questions about XenDirect. The Support Center is monitored 24/7. Xenegrade responds to submitted support tickets on a mean time of 30 minutes during normal Monday-Friday work days between 8 AM and 5 PM ET. For tickets submitted outside the normal work days, Xenegrade responds to tickets on a mean time of 12 hours. The Support Center can be reviewed at:
If Xenegrade deems that the ticket system is not adequate for a submitted issue, Xenegrade will contact the customer directly regarding the support issue. When relevant, Xenegrade support staff may use a remote connection application to connect to the user’s computer to observe the issue at hand.