Support FAQ

Where can I find online support and manuals for my DocuWare document management software?

A comprehensive online support centre covering all aspects of DocuWare can be found here: https://www.docuware.com/support_faq/index.php

Do you provide upgrades and updates for my software?

Yes, version software patches and updates that are relevant to your installation will be provided under the terms of your software support agreement as necessary. These updates will be supplied via our software support centre.

Upgrades that provide new functionality are not covered under your service agreement but are available at additional cost. We will contact you to discuss any upgrades that we feel will benefit your organisation.

Do you offer onsite training?

We provide comprehensive onsite support for all users during the project installation. Additional training can be provided If required. Please contact us for details.

Do you offer remote support?

Yes, if required we use GoToMeeting remote support software to help resolve your support request. We will send you a meeting invitation by email. Please click the link in the invitation and then download the GoToMeeting software to commence the online support. GoToMeeting does not install software permanently on your computer.

What are your target response times if I require technical support?

All support requests will be initially acknowledged by our support centre within 1 hour and we will then commence resolution of the incident.

Target response and resolution times are dependent on the category of the fault. Please refer to your support agreement where our target response and fault resolution times are detailed in full.

What categories of software support do you offer?

We provide 1st line helpdesk support and 2nd line specialist technical support. In the unlikely event that this does not resolve the incident we supply 3rd line developer support and if necessary remote and onsite support.

What are you support coverage hours?

How do I contact you if I need technical support

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