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CONTACTING CUSTOMER SUPPORT
You have several options when you contact Customer Support each is described below.
XRSIM training is offered by NDE Technologies in the use of our programs.
Level 1 - Standand Support:
Level I - Standard Support
Unlimited customer support 7 days a week 24 hours per day is available from the following three technical support services.
1. The Manual and it's Search Tables provides answers to as many problems as possible, and all known problems have been dealt with in here as well.
2. The FAQ's in the Manual and on this site provide a record of other users and other customer's problems and their resolutions.
3. Bug Report. If you have a product defect problem (not already reported), then submit a Bug Report. Your report will be logged and processed as soon as possible. We will strive to get an initial response within 24 hours.
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Level 2 - Priority Support:
Level 2 - Priority Support
A human support Representative will help you with general usage, installation, product defect and program operations for a fee either under an annual Support Contract or on a per incident basis. Describe the problem and the information you have collected about it to the Customer Support personnel they will record your report and get a resolution for you as soon as possible
· E-mail the description of your problem and any other information that will help us resolve your problem to CustomerSupport@xrsim.com. You will receive a response that your report has been received and a Customer Support Representative will record your problem and get a resolution for you as soon as possible.
· CALL Customer Support at 1-(866) 633-7461 for the Authorized Sales Representative that you or your company bought the program from.
Tip - If you have your Access Code and Registration #, then your call to Customer Support your call will get processed faster.
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Level 3 - Expert Reference:
Level III - Expert Reference
Any problem not resolvable at Level II is referred to this Level for resolution.
Additionally, expert Technical Help is provided for a fee on a per call basis from the manufacturer of the program software. Both technical programming and expert NDE and physic level problems can be addressed here. Contact NDE Technologies to arrange an appointment by phone at (866) 633-7461 or by e-mail at ExpertSupport@ndetechnologies.com.
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Level 4 - Custom Consulting Services:
Level IV - Custom Consulting Services
Custom work can be done for a specific user on a consulting basis. If you have a unique requirement or problem to solve contact NDE Technologies to arrange an appointment by phone at (866) 633-7461 or by e-mail at Consulting@ndetechnologies.com
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Training:
Training in the use of XRSIM is available on-site and at scheduled courses during the year.
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On-Site Training:
$3,000 for an indepth 2 day training session for up to 20 users. Each session will be scheduled at your site and requires at least 2 months advance notice.
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Scheduled Courses:
During the course of the year several courses are offered on the use of XRSIM. Please reqest schedule and cost information via email.
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