Software Solutions for a Sustainable Environment

T: +44 (0) 1635 582 555  -  eusales@xpsolutions.com 

T:  AU: +61 7 2101 3920 / NZ: + 64 4 974 7619-  ausales@xpsolutions.com 

T: +1 888 554 5022  -  amsales@xpsolutions.com 

XP Solutions « Support

xpertcare Support

xpertcare is our software support program designed to unlock the full benefit of XP Solutions software.  It provides customers with technical support, information, software upgrades, and special training opportunities. Access to xpertcare is included with new software purchases for the first year and can be renewed each subsequent year.

xpertcare clients receive unlimited acess to our online xpertcare Support Portal and phone or email support during our regular business hours.

xpertcare Support Portal

The online xpertcare Support Portal provides the most efficient way of receiving support, as it allows customers access to XP Solutions support engineers worldwide (during each office's regular business hours, Monday - Friday).

You can:

  • Submit 'support tickets'
  • Track your support ticket's progress
  • Upload files
  • Identify your support engineer
  • and more

Through the xpertcare Support Portal, you also able to:

  • Access to our customer Knowledgebase
  • Search questions from other engineers
  • View our online help guides
  • Use the online troubleshooter of common user issues
  • Access Software Downloads
  • Submit feature requests for future development of the software

Using The xpertcare Support Portal

Registering

All software users and license administrators (head record holders) of XP Solutions products with current maintained xpertcare subscriptions should register individually to use the xpertcare Support Portal.

To register simply:

  • Click on the link in the menu for the 'Support Portal' (or click here)
  • Click the Register button
  • Fill out the form and send

Our staff will verify your registration and allow you access through your subscription year (please allow up to 24 hours for us to approve your registration as this is not an automated process).

Logging Tickets

Once you are registered, you can submit Tickets through the Support Portal by selecting the option from the menu icons and following the prompts.

Registered users are also welcome to submit tickets via email which can be converted into tickets automatically based on the product. The email address should look like: [product].support@xpsolutions.com

For example, if you registered as an xpswmm user, you would write an email to xpswmm.support@xpsolutions.com from the email account that you used in your support registration. If you have a license of xprafts, then you would write to xprafts.support@xpsolutions.com. If you are a user of MicroDrainage, your email should be addressed to MicroDrainage.support@xpsolutions.com.

Please note that this will ONLY work for registered users. If you are not a registered user, it will not be received by our system.

Software Updates and Upgrades

XP Solutions' dedicated development engineers are continually working to produce features to further enhance our software. xpertcare clients can download all the latest relevant content, patches and software releases from our Support Portal.  "Future proof" your software assets with the assurance they are up-to-date and can deliver their maximum productive potential.

Continual Professional Development (CPD)

Your xpertcare also offers you:

  • Free online workshops to keep you informed of latest software developments
  • XP-LIVE webinars which provide discussion on current software and industry practices and concepts
  • XPertorial videos for more detailed information about features in your software

What If You Don't Maintain Your xpertcare?

If you fail to maintain your software's xpertcare subscription, your access to the xpertcare Support Portal, phone and email support and the associated benefits will cease. Your xpertcare can be reinstated at a later date, though penalties will apply.  

The farther you are from your expiry date, the more it will cost to upgrade your license and renew xpertcare.  Licenses are sunsetted (meaning no longer eligible for upgrade) after five years.