DMS Support

SupportĀ to help you maximise your investment

Your Document Management System can’t ever let you down. If it did, chaos would ensure across your business very quickly. It could be highly frustrating. It could be costly. Excitech DMS Support is here to stop your problems in their tracks and keep your document management system up and running and your business processes undisturbed.

Minimise downtime

When you make contact with Excitech engineers their prime objective is to minimise downtime and loss of productivity for your business.

Levels of support

We offer three levels of DMS Support as summarised in the grid below: Hotline, Standard and Premier.

Core DMS support

 
DMS Hotline support DMS Remote premium support Premier DMS support
'Entry Level' support comes as standard with any software or subscription you purchase from Excitech With on-site option. Remote and on-site support.
Remote support via phone or email. Our promise is that on rare occasions when we cannot find a swift solution to the problem we will immediately escalate the issue to the software manufacturer.
Remote Premium is for customers who want the reassurance of being able to call for on-site visits but may not necessarily see them as an ongoing requirement.
 
Hours can be used to fund engineer site visits.
This is a Retained Services Agreement (RSA) which requires an annual contract and payment.
  • Monthly itemised statement and call report.
  • You can “top-up” hours at any time.
  • You can also roll unused time (up to 70%) into the following year’s contract (maximum 2 years).
  • Flexibility: hours can also be used for IT support or cashed in for training courses.
Premier DMS Support gives you access to Excitech’s qualified and certified engineers on your premises to resolve the bigger issues.

This is also an RSA which requires an annual contract and payment.
  • Monthly itemised statement and call report.
  • You can “top-up” hours at any time.
  • You can also roll unused time (up to 70%) into the following year’s contract (maximum 2 years).
  • Flexibility: hours can also be used for IT support or cashed in for training courses.