Customer Support Services
At Spider Financial, we understand that support services are a critical component of any software package. With this in mind, we are committed to providing you with the highest quality support, backed by a responsive, knowledgeable in-house support team: no faceless, offshore support entity, and NO pre-recorded scripts.
We offer a full spectrum of customer assistance services. For a start, customers can visit our help center to access the online knowledge base, report, and track support issues. For time-sensitive support matters, customers can directly reach our highly knowledgeable, experienced support personnel via phone between 8:00 AM and 5:00 PM Central Time to address any of their needs.
Also, our customers enjoy a wide range of documentation supporting the usage of our products. We offer two customized service packages that fit each organization’s size, needs, and budget: (1) Standard and (2) Premier Support.
- For customers with a NumXL 365 (monthly) license, Premier Support is offered for one month and is automatically renewed when their software license is renewed at no additional cost.
- For customers with an annual license, Premier Support is automatically renewed when their software license is renewed at no additional cost.
- For customers with a perpetual license, Premier Support expires after one year and cannot be renewed. The user is then switched to the Standard Support level.
Support Packages
Premier Support
- Online documentation, FAQs, white papers and other educational materials
- Community support
- 8/5 local Toll-Free telephone support
- Free product enhancement updates.
- Guaranteed free upgrade to the next version of NumXL
- Submit requests online and Track requests status.
Standard Support
- Online documentation, FAQs, white papers and other educational materials
- Community support
- 8/5 local Toll-Free telephone support
- Free product enhancement updates.
- Guaranteed free upgrade to the next version of NumXL.
- Submit requests online and Track requests status.
Training
Need more help? We can offer you one-on-one training or support in time series analysis, modeling, and forecasting so that you can fully benefit from the software’s full analytical capabilities.
___ Clients Love
We like to hear back from customers when we provide them with our services. We pass on all feedback to staff, and we take suggestions on how we could improve so that we align our services with your expectations. Below is just a summary of the feedback that NumXL has received on third party sources.
★★★★★
Professor Over the few last days, I was confronted with an urgent problem in applying the special econometric procedures in my seminar with senior university students. After contacting the NumXL office, I was promptly invited to a Webex meeting and Mr. Mohamad promptly found the solution to my problem. I appreciate it very much. Ladislav (Slovakia).
★★★★★
Adjunct Professor The best support I have encountered in 40 years in the business. An excel spreadsheet in the hands of Mohamad is akin to a violin being played by Jascha Heifetz!
★★★★★
Head of Research Investment Management Love it! Been a long-time user and expect to be a user forever. The founder, Mohamad, has built an excellent product, and his support team is very responsive and knowledgeable. We use the tool every day, and I love it.
★★★★★
I highly recommend NumXL to anyone looking to perform statistical analysis within Excel. The tutorials, examples, and customer support are a real bonus, and the Spider Financial Corp. team is responsive and knowledgeable. The array of functions included with NumXL is quite diverse, and the software has performed flawlessly. NumXL is an excellent software.
★★★★★
Director Very user friendly software, with very good features. The customer support is fabulous.
★★★★★
Founding Principal Superb! Not only is the software leading edge, but our interactions with NumXL staff have been excellent. We have been lucky enough to work with the owner, Mohamad, who not only has advised us about how to use their product most efficiently but has also helped us integrate NumXL into our VBA scripts! I'd rather deal with people I can speak to and build a strong working relationship than being a number to a large multi-national.
How Support Works
Support Portal
Need help with NumXL? You can browse helpful resources here.
Service Level Agreement (SLA)
View our support agreement: scope and response time.
Open A Ticket
Want to submit a request or contact us? Open a ticket here.
Users' Community
View our community forums.
FAQ
Most frequent questions and answers:
Yes, Premier Support is our support service agreement for
NumXL and is offered to all customers (with a perpetual, annual license, or NumXL 365 (monthly) license) at no additional charge for one year after
the purchase date.
For customers with a perpetual license, Premier Support expires after one year and cannot be renewed.
For customers with an annual license, Premier Support is automatically renewed when their software license is renewed at no additional cost.
For customers with a NumXL 365 (monthly) license, Premier Support is offered for one month and is automatically renewed when their software license is renewed at no additional cost.
Premier Support entitles you to the following
Service Level Agreement (SLA)
For customers with a perpetual license, Premier Support expires after one year and cannot be renewed.
For customers with an annual license, Premier Support is automatically renewed when their software license is renewed at no additional cost.
For customers with a NumXL 365 (monthly) license, Premier Support is offered for one month and is automatically renewed when their software license is renewed at no additional cost.
Premier Support entitles you to the following
- Free product enhancement updates
- Guaranteed free upgrade to the next version of NumXL.
- Access to bug fixes and nightly builds without waiting for official releases.
- Access to technical support help from the NumXL support staff with a guaranteed response time of one business day.
Service Level Agreement (SLA)
Yes, there is. For NumXL, see the following article.
The license key takes the form of 79F7-C8-XX-XX-XXXX. We send the license key in a separate email at the time of your NumXL purchase or, for trial users, with your 14-day free trial request email.
Furthermore, you may use the NumXL License manager to look up your license key using your email address.
Step 1: Launch NumXL license manager from the start menu.
Step 2: Click on the Lookup key button.
Step 3: Enter your name and email address.
Step 4: A confirmation message pops up.
Step 5: After a few minutes, you should receive an email with the license key associated with the email address. Please, check your inbox and spam folders.
For a step-by-step guide with images, please visit this page
Furthermore, you may use the NumXL License manager to look up your license key using your email address.
Step 1: Launch NumXL license manager from the start menu.
Step 2: Click on the Lookup key button.
Step 3: Enter your name and email address.
Step 4: A confirmation message pops up.
Step 5: After a few minutes, you should receive an email with the license key associated with the email address. Please, check your inbox and spam folders.
For a step-by-step guide with images, please visit this page
The message occurs during manual license key activation. The NumXL License Manager program determines that the activation code is not valid. This error can happen for several reasons:
- You entered an incorrect license key. Please check the license key carefully and try again.
- You have entered (i.e., pasted) the activation code incorrectly. Please check the letter and digit sequence carefully and try again.
- The computer used (i.e., Host ID) to generate the activation code does not correspond to this computer. If this the case, please obtain a new activation code for this machine.
Yes. NumXL tutorials are available in our support portal, and they are included in the help file, and it can be found online. Furthermore, NumXL is shipped with numerous examples (workbooks) and case studies, and the help file includes wealth of information and examples.
Remote Desktop™ is a remote support tool that enables instant, secure, and trouble-free connections between remote computers over the web and to any point on the globe.
Using state-of-the-art remote desktop software (WEBEX) from CISCO, our support team can quickly view, diagnose, and fix remote desktops without installing software.
Using state-of-the-art remote desktop software (WEBEX) from CISCO, our support team can quickly view, diagnose, and fix remote desktops without installing software.
- Remotely control any desktop anywhere in the world
- Send and receive text chat messages
- Contact our support line through email ([email protected]) or Online Live Support.
- Your NumXL support representative will create a remote session and send you an invite email.
- Once you receive the invite email, follow the instruction in the invite email
- That is all. You and Our support representative are in an online meeting.
We value all feedback we receive from our customers and do all we can to address them immediately. You can submit your suggestions and claims 24/7 by phone (+1 312 257-3777) or via email ([email protected]). For any defect, please use our help desk system 24/7, and our support team will investigate accordingly.
With the NumXL Single-User License, you can install the add-in on an unlimited number of machines as long as you have exclusive access to that machine.
