If you need immediate software support for your Entegra+ implementation, please call our support line: 410-583-0680 x 215 or follow the automated prompts.
We monitor the support line 24/7/365. Otherwise, you can contact us on this website or e-mail us at support@dejarnette.com. If Entegra+ is not receiving messages or sending messages out, before you call or contact us, you should check the computer hosting Entegra+. Make sure it is powered up and the Windows operating system is up and running. Check your network connections. You should try to ping the computer hosting Entegra+ and ping each of your message destinations.
Standard support services
Your Entegra+ implementation consists of two parts:
- XOE, which is the heart of the Entegra+ interface engine
- Your XML configuration files
As part of our standard support services, for the period of the contract (one year from the date of installation), we will provide maintenance releases and updates of XOE. DeJarnette alerts you when a maintenance or update release is ready. You can download it by simply logging into the website.
Your XML configuration files are your intellectual property. But we recognize that you may need help if your XML configuration files don’t operate as planned. As part of our standard support services, for the period of the contract, we will support your XML configuration files with up to two (2) free support incidents. We provide a support ticket for each incident. If you need to go beyond two incidents, we charge you at a reduced rate of $100/hour per incident.
Silver support services
As part of our silver support services, for the period of the contract (one year from the date of installation), we will provide everything from our standard support services plus three (3) additional free support incidents for your XML configuration files. If you need to go beyond five incidents, we charge you at a reduced rate of $100/hour per incident.
Gold support services
As part of our gold support services, for the period of the contract (one year from the date of installation), we will provide maintenance releases and updates of XOE plus an unlimited number of free support incidents for your XML configuration files. In addition, we offer free consulting to help you optimize your XML configuration files.