|
|
Vendor ::
Support Services
If you're using our technology for mission critical applications, we
recommend protecting your investment with both vendor and
Connectis PSG Support service contracts for factory and onsite support. With both
plans in place, clients are assured of receiving priority onsite
service, plus the vendor upgrades and telephone support when needed. All
support calls are logged with a Ticket ID # for tracking purposes.
Levels of support and maintenance vary by each vendor, by cost and
features. Contact your Account Executive for fees and services.
- Vendors do not provide onsite
support.
- Vendor maintenance & support is
required
during year 1 of your initial purchase.
- Unlimited long distance phone
support is provided to both clients directly and Connectis on behalf
of the client when a vendor maintenance plan is purchased.
Vendors will not provide support to Connectis
on behalf of clients who's contract has lapsed.
- Vendors provide new version upgrades, patches, point releases
when requested during the maintenance period.
- Service times are dependant on the contract level of service
purchased.
- Vendor services are limited to currently supported versions.
- Pricing fees vary and are based on quantity of products in use +
level of service required.
- FlexiCapture Technical Support: (510) 226-6717
Hours: 9:00 a.m. - 5:00 p.m. PST Monday through Friday
- Technical Support: (905) 326-0676
- TeleForm & LiquidOffice Technical Support: (403) 294-1107 (877)
483-7489
Hours: 7:00 a.m. - 6:00 p.m. MST Monday through Friday
- Esker Technical Support: (608) 828 6100
- Technical Support: (512) 327-5777
Tech Support Knowledge Base.
- To obtain Technical Support for Open Text Fax Server, RightFax
Edition,
Open Text Document Server, Alchemy Edition, Open Text Process
Centre, Open Text Desktop Capture, Open Text Capture Recognition
Engine (RekoStar), Open Text Document Reader (DOKuStar), Open Text
Invoice Capture Centre powered by DOKuStar dial (800) 540-7292 or
519-888-9933.
Hours: 08:30 - 20:00 EST Monday - Friday.
- When you contact Open Text Customer Support, your call or e-mail
will be answered by a member of the local Open Text Customer Support
Representative (CSR) team.
The CSR team is responsible for logging technical support requests
in our ticket tracking system, assigning a priority classification
and then dispatching the support request to the appropriate support
center. In cases where the support request involves a Capture and
Delivery product issue, it will be dispatched to the same
experienced, professional support team that you are accustomed to
working with. Service Level Agreements will not be affected as a
result of this change.
- You will need to provide the CSR with the following information when
opening a ticket:
• Company Name
• Product
• Version
• SUID / System Serial #
• Operating System
• A detailed summary of the issue and any other information which
may be applicable (error messages, screen shots, etc)
- You will be given a ticket number to use in tracking your support
request. Please use the ticket number for each subsequent
communication with Open Text Customer Support pertaining to the same
issue.
- If you have a current Open Text Maintenance & Support Plan, you
are entitled to an upgrade to the current version. Please contact Connectis Group for details on how to claim your
upgrade.
 return to top
|
|
