Frequently Asked Questions
Q. What are the benefits of Lexia’s Software Support Plan (LSSP)?
A. The Benefits of the LSSP Are:
- Free software updates and bug fixes.
- Unlimited calls to technical support 8 a.m. – 6 p.m. EST Monday – Friday.
- Customers with active Support are eligible to buy add-on licenses with discounts based on cumulative school purchases.
- Replacement CDs $20(including Shipping) for replacement CDs for the first unit, and $5 for each additional CD. Customer must return defective CDs at their own cost. List price for the CDs without support is $50.00.
Q. If my software support has expired can I still use the software?
A. Yes, you own the software but you are not entitled to any benefits, which include the updates. The investment you made in the software without renewing support will make your software obsolete.
Q. If my software support agreement has expired, is it more expensive to renew support?
A. Yes, if the customer’s support has lapsed the customer would need to pay 50% of the list price of the software to obtain the new version while renewing the LSSP.
Q. If a customer has multiple support expiration dates and they want to consolidate to one software support bill per year how is that done?
A. Lexia will offer the customer a new software support agreement (for all the products prorated as necessary) and provide a common renewal date.
Q. What renewal options are available to renew LSSP?
A. Lexia does offer 3 renewal options 12 months, 24 months and 36 months. The longer renewal terms offer greater yearly savings.
Q. How does a customer contact technical support and what is the process used to obtain service?
A. The customer calls into our technical support number 1 (800) 507-2772 and the call is processed and recorded. Our technical support staff will respond to your call or escalate the case to the Lexia development team for resolution if needed. The Lexia management team monitors all calls for quick resolution and customer satisfaction.
Q. Can you log in a case by e-mail?
A. Yes, you can email your questions by clicking on the following link: E-mail Customer Support.
Q. How do I renew my software support plan?
A. You need to send payment to Lexia by purchase order, check or credit card. For pricing information please call 1 (800) 435-3942 x207.