Support Services

Our Support Services. Designed to provide you with peace of mind.


Providing you with the right solution is just the beginning of becoming a customer of ours. We take after-sales support seriously and pride ourselves on the speed of response and resolutions we offer our customers.

Our Support ‘Token’ system is based upon pre-purchased elements of service which can be used for any Docunetic resource. This includes your typical support questions or proactive change activities.

Support Tokens

Our Support Token system is a scheme that can be used for any support issue you may be experiencing.

Additionally it can be used for ad-hoc Docunetic resource, including Consultancy, Development or Project Management.

Health Checks

A Consultant will check the various performance counters and metrics within the system and provide recommendations for tuning the system. This ensures that your system is optimally configured to deliver the best performance.

Standard Warrenty

From the date of delivery, any custom software components developed by us is warranted for a period of 30 days.

During this 30-day period, any defects or discrepancies found within the code must be reported to us for resolution.

What are the Benefits of a Docunetic Support Service?


The primary purpose of our Token Support Service is to act as a ‘pay-as-you-go’ mechanism whereby our customers can gain access to our resources on an ‘as required’ basis.

  • Environment health checks and software patching

  • Remote and On-Site support

  • Guaranteed SLAs are available ranging from an 8hr – 1hr response time

  • Monthly and quarterly service reporting

  • Can be used to access Docunetic resource, including Consultancy, Development or Project Management.

  • Incident and Problem management

  • Access to our Support Desk, 24/7, for logging tickets and logging support calls.

  • Project work or solution enhancements

  • Monthly or Annual Billing.

How much does it cost?


The type of resource and the scenario in which the resource is required will define how many ‘Tokens’ are used to meet the requirement. The allocation of ‘Tokens’ vs ‘Resource’ will be defined within your support service definition (support engineer resources are typically 20% cheaper than consultants).

 

The minimum number of points that can initially be purchased is 100. At the end of the contract, any remaining point’s balance can be carried forward, at full value, providing the following conditions are satisfied:

  • Additional points are purchased (minimum of 100)
  • New balance is a minimum of 50 points.