The Maintenance and Support Agreement for Xcellerate IT’s clients includes free-of-charge product upgrades and unlimited technical telephone support during normal business hours, to achieve more from your partnership with Xcellerate IT.
Once the support incident is reported, the Professional Services Team diagnoses the severity of the problem and moves through a defined escalation process:
- Helpdesk to notify a senior consultant when unable to resolve within the standard timeframes
- Involvement of a Project Manager for follow-up
- Routine Call commence fixing within 4 hrs
- Critical Call commence fixing within 2hrs
All support issues will be under constant review by the most suitable Solution Engineer, ensuring optimum productivity and quality assurance standards are met.
Xcellerate IT’s Support Services cover the troubleshooting of all issues and malfunctions of the system as installed by Xcellerate IT and accepted by the customer. All other enquiries have to be addressed using a Change Request procedure, including: requests to implement new functionalities, request for training or assistance for the regular use or administration of the system, request for troubleshooting after a voluntary modification has been carried out by the customer on the system.
The support provided by the Professional Service Team covers the whole range of Xcellerate IT’s solutions: Kofax Capture, Message Manager, Adobe and e5 Workflow.
The Maintenance and Support Agreement for Xcellerate IT’s clients includes free-of-charge product upgrades and unlimited technical telephone support during normal business hours, to achieve more from your partnership with Xcellerate IT.
Once the support incident is reported, the Professional Services Team diagnoses the severity of the problem and moves through a defined escalation process:
- Helpdesk to notify a senior consultant when unable to resolve within the standard timeframes
- Involvement of a Project Manager for follow-up
- Routine Call commence fixing within 4 hrs
- Critical Call commence fixing within 2hrs
All support issues will be under constant review by the most suitable Solution Engineer, ensuring optimum productivity and quality assurance standards are met.
Xcellerate IT’s Support Services cover the troubleshooting of all issues and malfunctions of the system as installed by Xcellerate IT and accepted by the customer. All other enquiries have to be addressed using a Change Request procedure, including: requests to implement new functionalities, request for training or assistance for the regular use or administration of the system, request for troubleshooting after a voluntary modification has been carried out by the customer on the system.
The support provided by the Professional Service Team covers the whole range of Xcellerate IT’s solutions: Kofax Capture, Message Manager, Adobe and e5 Workflow.