Software Support

Extended Teamwork is the Ultimate Resource
Software support begins with proactive education. FileSolve provides support and education to the level which best meets the needs of the client. Some clients aim to be as self-sufficient as possible in the implementation, support and expansion of their ECM software solution. Other clients have limited resources and needs assistance with all aspects of the solution, including system administration. FileSolve tailors a support and education program to precisely meet the client’s strategic direction for their ECM software solution.

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:

1) Reasonable efforts by FileSolve and Hyland to identify and address software errors/defects
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.