Services:
Maintenance & Technical Support
Software Technical Services
We recognize the importance of support after implementation, so we focus on
providing a comprehensive support service, staffed with dedicated personnel
whose goal is to help keep you up and running. DocuSource employs a team of
highly skilled industry professionals, including Microsoft-certified
engineers and Certified Document Imaging Architects, with years of
experience planning and implementing complex document management solutions.
As part of the standard service support contract, all customers are entitled
to support via Internet, email and telephone.
We offer a number of
different levels of support, from our base offerings to more customized
services that give you greater availability and faster lead times. The
services we deliver are measured and supervised; service calls are tracked
to alert us to developing patterns or trends within your system. Service
level statistics are documented and reported to you on a regular basis.
Our consultants and system engineers will work with you to continually
evaluate, train and implement the solutions recommended. Our goal is to
provide all the technical services you need, allowing you to focus on your
core business, and enabling you to stay productive.
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Equipment Technical Services
Our Field Engineers are dedicated to helping you get the maximum uptime from your investment in document imaging technology. All DocuSource Field Engineers are highly trained, and experienced with multiple brands. We arrive at your site equipped with the know-how, tools, parts, and support of extensive technical resources to get the job done right, usually in one visit. We also have access to our hardware and software partners for ongoing training and technical support.
DocuSource Field Engineers respond to your initial call usually within one hour. At that time, they will:
- Determine the nature of the problem
- Offer telephone assistance
- Determine if parts are needed
- Promise an estimated time of arrival
Your DocuSource Field Engineers don't just resolve the immediate concern; they also conduct preventive maintenance to enhance machine reliability.
- Your equipment is checked and adjusted to factory specifications
- Equipment is also thoroughly cleaned, inside and outside
The DocuSource Field Engineer will close your call by explaining the nature of the problem and the current status of the repair.
DocuSource invests in state-of-the-art, high-tech tools to make service fast and accurate.
Your productivity is protected by networks of information, communications, and parts distribution. DocuSource Field Engineers are supported by:
- Laptop computers loaded with reference materials and diagnostic software
- Call receipt and dispatch systems (including automatic escalation), voice mail systems, touch-tone/RF communications
- Critical parts are inventoried in their vehicles, in local offices, and warehoused for fast delivery
DocuSource Field Engineers must complete many hours of training annually to ensure critical job skills are achieved and maintained. Training includes:
- Product-specific instruction, OEM- or DocuSource-delivered and certified
- Personal development, including interpersonal skills, and time management
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