Fixes, faults and system failures are fully covered by our standard Maintenance and Support solution, available to all our valued DocuWare users.
For organisations which could benefit from a far greater depth of support, we also offer an enhanced ‘Configuration & Administration’ agreement for an additional monthly fee.
Should you need to make additions to your user account or implement any minor changes or modifications; these will typically be covered within your monthly allowance.
We promise to deliver the service and support you need to do business as usual.
To guarantee the terms set out within each Service Level Agreement (SLA), we use an automated ticketing system with full case management visibility.
Monthly reports are also produced to help you understand where support time is being used, identifying any areas where additional user training may be beneficial.
Available from 9am to 5pm every weekday; issues can be logged via our ticket system (firstname.lastname@example.org). P1 (system down) issues should be logged BOTH by email to the TICKETS address and also by telephone on 0113 887 2400.
To resolve problems, we gain access remotely using TeamViewer or any other mechanisms required by your IT policy.
Pre-arranged support and upgrade work can also be carried out at the weekend or after hours, if required for operational reasons.