Our Technical Support team understands that every business is different and has its own unique support needs. In order to respond effectively to each business's unique requirements, PaperFree offers multiple support programs tailored to meet different business needs:
PaperFree's Standard Technical Support program addresses all our solutions, leveraging our expertise and ensuring the seamless operation of your enterprise installation.
As an annual subscriber to PaperFree Technical support you receive:
- Software updates and maintenance releases
- Remote guidance and supervision of the installation of third-party software updates
- Unlimited toll-free access to our customer service department
- Remote access service troubleshooting and diagnostic support
- Four-hour problem response time during standard business hours
- Initial system performance analysis and optimization
- Relevant system documentation
- Full access to PaperFree Support Site for complete case management tools and resources
- Annual support fees are typically based on a percentage of all software, customization, and integration purchased from PaperFree.
PaperFree's Retainer Based Technical Support program addresses your unique needs. This program is perfect for organizations with open-ended projects or occasional IT support needs. With your assistance, PaperFree will create a plan that will provide your organization with the service coverage you’re seeking.
As a retainer based subscriber to PaperFree's Technical support you receive:
- Toll-free access to our customer service department
- 'Pre-packaged' number of monthly support service hours*
- Remote access service troubleshooting and diagnostic support
- Four-hour problem response time during standard business hours
- Custom program modifications
- Systems administration and security support
- System performance analysis and optimization
- Relevant system documentation
- *Minimum commitments may vary depending on your specific project needs.
PaperFree views customer support as an essential piece to its operation and success. Our Support Department is staffed with qualified engineers that are experienced with all software sold by PaperFree as well as being Microsoft Certified. Our support staff is focused on customer satisfaction first and foremost. They use call tracking, knowledge management systems, and remote access to customer sites to ensure maximum availability and assistance. Each support request is tracked and monitored from first customer contact to final resolution, this is done primarily through the use of a web based case management system. A convenient web portal is provided to our customers to log into at any time to create a new case, review open items and status, as well as search through histories and the knowledge base.
