Captaris Support Plans
Product Support Plans
Captaris believes that a support and maintenance offering is only as good as the people who stand behind it. The Captaris
worldwide technical support and maintenance organization consists of a dedicated team of more than 80 technical professionals,
surrounded by advanced processes and technology to ensure customers enjoy a prompt, accurate response to any technical issue
with their Captaris systems. Captaris prides itself in resolving more than 85 percent of all incidents on the first contact
with technical support and resolving most telephone requests in less than 30 minutes.
Captaris support is available when and where users need it. All support centers are staffed by Captaris support engineers
who are fully trained and certified in Captaris products. In addition, the majority of support engineers hold additional certifications
from Microsoft, IBM Lotus and other software vendors that integrate with Captaris products. Complementing the staff of technical
support engineers is a comprehensive searchable KnowledgeBase with answers for many common product situations.
Captaris technical support teams ensure requests are routed and escalated properly and quickly. Captaris structures support
operations with a team dedicated to managing incidents through technical support. In addition to routing support requests
to the engineer best able to resolve the problem, the support operations team manages escalations to senior engineers at predetermined
points in the incident and provides follow through and closure of support incidents. This ensures all support requests are
dispatched and responses are routed back to customers in a timely manner.
Equally important is the Captaris commitment to software maintenance. Through a team of software engineers dedicated to maintenance,
Captaris is committed to regular releases of service packs and new versions of its products. Customers receive notification
of the availability of these new maintenance offerings; they may then download it or request the version or service pack via
mail. With Captaris maintenance, users can depend on keeping the value of their Captaris systems through a regular and ongoing
series of improvements and enhancements that match their business needs.
Enterprise Support Plans
Enterprise Support Plans are customized to meet the needs of large, global end users with multiple servers and locations.
These plans provide maximum flexibility for organizations by offering a comprehensive selection of support service and deployment
options on a 24x7 basis. In addition, each account is assigned to a dedicated Technical Account Manager (TAM) to ensure a
single point of contact for all technical issues.
|
