Support


On-Demand Support Overview


SEP clients have discovered that expert support is one of the most critical factors for a successful software deployment. SEP includes an ON-DEMAND level of support as part of your NetGen License. For those companies that want to optimize user adoption, and satisfaction, SEP offers a Premier support service.

Our On-Demand support sites contain documentation to administer NetGen for user management and content management.  We know that building great software isn’t enough, it's about powering our clients to be successful. The SEP Team consists of experts who’s core responsibility is to provide world-class services and support to complement our world-class software.

User Management


SEP understands that having an experienced professional handle support can mean the difference between success and frustration… Our Corporate Trainers are the most knowledgeable in the industry. From calls to e-mails to Web site access, [SG] gives you the options you want, the resolutions you need, and confidence in rolling out and optimizing your NetGen application.

NetGen has on-demand tools for self education and training.  We have
created a system that is 100% managed by you, the licensee.  Therefore
the on-demand support tools are a great way to get you up to speed
quickly and efficiently.

multichannel online help 24/7:

user management website:

searchable knowledge base:

pre-recorded webinars:

help tags on all pages:

Content Management


Managing all content within the NetGen application is a snap. SEP will train a designated content manager on all aspects of content management within NetGen. Training is administered through online meetings, all sessions are scheduled in 1 hour increments. 

NetGen has on-demand tools for self education and training.  We have created a system that is 100% managed by you, the licensee.  Therefore the on-demand support tools are a great way to get you up to speed quickly and efficiently. 

multichannel online help 24/7:

user management website:

searchable knowledge base:

pre-recorded webinars:

help tags on all pages:

Premier Support Overview


SEP clients have discovered that expert support is one of the most critical factors for a successful software deployment. SEP includes an ON-DEMAND level of support as part of your NetGen License. For those companies that want to optimize user adoption, and satisfaction, SEP offers a Premier support service.

SEP is committed to ensuring successful adoption of NetGen by all users. Through Multi-channel training, we offer a host of services that meet the educational needs of virtually every organization. Whether it’s teaching a designer how to add marketing products or a CSR on how to answer a question, SEP offers the needed training to support all aspects of the NetGen Suite.

We know that building great software isn’t enough, it's about powering our clients to be successful. The SEP Team consists of experts who’s core responsibility is to provide world-class services and support to complement our world-class software.

User Management


SEP offers a Premier support program which takes all customer service and puts it in the hands of the experts. Premier Support has a monthly fee and must be executed in 6 month intervals. SEP will dedicated staff members to your group and maintain a co-branded relationship with all users in your network.

Premier support includes: [In addition to all the benefits of On-Demand]

A two-hour response time (business hours):

5/10 live phone support:

An assigned CSR or team of CSR's:

Client checks to determine if your company is using NetGen to its full advantage:

Content Management


SEP offers 2 premier versions of content management support services.  The first is on a project by project basis with a new services agreement for each, this is billed at the SEP standard rates.  The second version is a monthly retainer, the retainer includes 40 hours a month at half of the standard pricing as well as preferred pricing thereafter.

A two-hour response time (business hours):

5/10 live phone support:

An assigned CSR or team of CSR's:

Client checks to determine if your company is using NetGen to its full advantage:

Software Support Overview


SEP offers a Software Support component to all On-Demand, Client and Enterprise Licensees. SEP will deliver the support services to the Licensee by utilizing the following four (4) severity levels to categorize reported issues:

SEVERITY 1 CRITICAL BUSINESS IMPACT
The impact of the reported deficiency is such that the Licensee is unable to either use the Software or reasonably continue work using the Software. SEP will commence work on resolving the deficiency within one (1) hour of notification and will engage staff during business hours until an acceptable resolution is achieved.

SEVERITY 2 SIGNIFICANT BUSINESS IMPACT
Important features of the Software are not working properly and there are no acceptable, alternative solutions. While other areas of the Software are not impacted, the reported deficiency has created a significant, negative impact on the Licensee's productivity or service level. SEP will commence work on resolving the deficiency within two (2) hours of notification and will engage staff during business hours until an acceptable resolution is achieved.

SEVERITY 3 SOME BUSINESS IMPACT
Important features of the Software are unavailable, but an alternative solution is available or non-essential features of the Software are unavailable with no alternative solution. The Licensee impact, regardless of product usage, is minimal loss of operational functionality or implementation resources. SEP will commence work on resolving the deficiency within one (1) business day of notification and will engage staff during business hours until an acceptable resolution is achieved.

SEVERITY 4 MINIMAL BUSINESS IMPACT
Licensee submits a Software information request, software enhancement or documentation clarification which has no operational impact. The implementation or use of the Software by the Licensee is continuing and there is no negative impact on productivity. SEP will provide an initial response regarding the request within one (1) business week.