SUPPORT SERVICES

With dedicated customer support specialists, you can be assured that ONE ECM places its commitment to customers as a top priority. ONE ECM Customer Support provides experienced technical support for the operation of IM & ECM solutions. This helps ensure system availability and dependability, optimizes return on investment in technology, and supports the achievement of project goals. 

• Subscribers may contact the regional Support Center during standard working hours by phone, email, fax, or through the web-based Customer Support site.
• ONE ECM Resources: All support queries are handled by a team of experienced and dedicated Customer Support employees.
• Online Self Service: The comprehensive Customer Support website provides access to an extensive knowledge base, along with the ability to register and track issues online.
• Enterprise Support Program: As a subscriber to standard support services, you can extend your coverage with additional support options offered by ONE ECM, including on-site support and the 24 x 7 Support Program, which can be tailored to your organization.

• Improved Issues Support: Real-time support through telephone technical expertise and web support.
• Enhanced Problem Analysis: Detailed problem analysis and assistance based on clearly defined response times and guidelines.
• Call Prioritization: Prioritization of issues according to urgency.
• Free Access to Knowledge Base: Access to a knowledge base of articles from the vendor’s Customer Support and Development teams.

ONE ECM strongly believes that the relationship with customers should not end at the initial transaction, but should instead continue as an ongoing team approach that works together to ensure a successful implementation, rollout, and continued high-level return on investment.

As a key element of this long-term team approach, ONE ECM offers customers its Enterprise Support Program as an additional option to standard Support Services.

The key support elements and benefits provided by Enterprise Support can include: 

• Communication and Information 
• Technical Service Days 
• Proactive System Management 
• Admin/Support Readiness 

The readiness of the Admin/Support team reduces risk around system availability and increases efficiency. This also adds to the confidence of users of the solution, resulting in increased user adoption and higher ROI. 

As a follow-on to the Enterprise Support Startup Program, ONE ECM will work with you to create a longer-term Enterprise Support Program tailored specifically to your organization’s needs, taking into consideration factors such as: 

• Mission- or business-critical nature of applications and business units 
• Magnitude and vitality of implementation and rollout of IM & ECM products 
• Capacity of ONE ECM product technical support and system management team 
• Complexity of architecture 
• Customer support and maintenance standards 

ONE ECM is committed to maximizing your investment in our technology to effectively leverage and enhance the ECM suite of products and solutions. Our comprehensive learning programs are designed to meet the needs of all users. Our goal is to help you develop both the technical know-how and the creative vision needed to meet your most demanding business challenges.