Account and access
Signing in, inviting someone, switching organization, recovering access. Whatever depends on a role, your organization's administrator resolves with our guidance.
Support
When something does not go as expected, people who know your XEN answer you.
XEN support is handled by email, in Spanish and in English, by the team that implemented your organization. Every request has an owner and follow-up until it is closed.
How it works
One email, one owner and a closure.
This is how every request is handled from the moment you write it until it is resolved.
You write to contacto@xeneural.com
With the name of your organization and what is happening. If you attach a screenshot, better: the screen says more than the description.
One person takes the case
They confirm they received it, with their name. If they need to reproduce it, they ask for the missing details on that same thread.
It is resolved and explained to you
You receive the solution and, when the case called for a change in the product, the date it was deployed in your XEN.
What to include
Three details that shorten the answer.
- The operation you were performing and in which module.
- What you expected to happen.
- What appears on screen, with a screenshot if you can.
What it covers
What support handles and who resolves what.
Documents and close
A rejected document, a series that does not advance, an observation in the close that is not clear. We review the document with you and tell you what to correct.
Data and custom pieces
Exporting information, connecting a biometric clock or requesting a feature of your own. Anything that is a new piece goes to XEN Overdrive with its scope.