Teamwork is the Ultimate Resource

The FileSolve Customer Care Group (CCG) has extensive content management experience, and provides our customers with a high level of support and technical expertise through an unparalleled team of quality, trained, and certified resource professionals. FileSolve maintains a dedicated help desk to provide the first line of support to receive and resolve support inquiries for OnBalse and other ECM software solution implementations like Docuware, Psigen Capture, and AnyDoc.

The Information Management System software maintenance agreement Document addresses the specifics of what software maintenance provides. In general, ECM software maintenance provides reasonable efforts by FileSolve and Hyland to identify and address software errors/defects, and the rights to download and install new versions and patches.

  1. Reasonable efforts by FileSolve and Hyland to identify and address software errors/defect
  2. Rights to download and install new versions and patches

Technical Support for ECM Software Solutions

FileSolve has achieved the highest recognition from Hyland, creator of OnBase, for providing superior technical support to customers and maintaining a 95%+ customer retention rate for Maintenance renewals. FileSolve customers are provided with a dedicated toll-free number to use when calling in for support, as well as a dedicated support email address to email support inquiries.

Customer Expectations

FileSolve’s standard response time objective is to respond to customer support inquiries within one hour during normal business hours; however, FileSolve’s response time protocol is not to exceed three hours for either callback phone support, remote access or onsite support to resolve the issue.

Full-Service ECM Software Solutions Provider

FileSolve supports the full range of ECM software and scanning solutions within public, private, and government organizations. From professional-grade scanners to reader printers, FileSolve has been recognized by our vendor partners for providing exceptional, award-winning service and customer satisfaction.