Support Services
KnowHow's expertise...
when you need it
KnowHow Consulting has been implementing Electronic Document Management Solutions, supporting OpenText eDOCS DM (software previously from Hummingbird) since 2002.
Our Support Desk is manned by experienced and professional staff that understand the needs of customers to report issues and receive responses to the agreed timescales and thereafter, to resolve reported issues quickly and effectively.
Support Options
Whatever your support needs, we can put together a package of services to suit your requirements, from the following:-
We provide a fully-staffed helpdesk to deal with your support issues. You can log and progress issues either by telephone, email or online, through our customer support system, accessed through our web site. All reported issues are logged and tracked in the system, which you can view and update online.
As part of our service level agreement, we will provide a response to your support issues within a specified period. Each support package provides different response times and these are outlined in the support package descriptions.
- Support for bespoke software
Any software written by KnowHow can be supported as part of the support agreement, providing bug fixes for identified issues.
- Support for third party Software (as agreed)
KnowHow provides support for software from the software vendors with whom we have a partner relationship. As part of the support agreement, we resolve as many issues as possible ourselves and where this is not possible, we work with the appropriate software vendor on your behalf to identify and implement solutions and workarounds.
KnowHow is able to provide support for hardware items that we supply. As part of the support agreement, we resolve as many issues as possible ourselves and where this is not possible, we work with the appropriate hardware vendor on your behalf to identify and implement solutions and workarounds
As part of our support agreement, KnowHow provides monthly summaries of issues logged by customers.
- Pro-active chasing of software vendors
KnowHow takes a proactive approach to resolving customer’s issues, maintaining regular contact with software and hardware vendors, to progress issues to a conclusion as quickly as possible.
- Upgrade of Patches, Hot Fixes, updates & Service Packs
As part of our support agreement and with prior agreement, KnowHow can implement new releases of fixes to supported software, to resolve issues.
As part of our support agreement and with prior agreement, KnowHow support consultants can access your systems remotely to identify and resolve issues quickly.
As part of our support agreement and with prior agreement, in the event that a system is severely affected by an issue that cannot be resolved remotely, KnowHow support consultants can visit your site to identify and resolve issues quickly.
- Impact analysis of New Releases
When vendors release new software versions, customers need to know how they can benefit from implementing the release and what impact the release will have on their systems. As part of the support agreement, KnowHow can provide you with this insight to decide whether or not to implement each new release and to help plan the upgrade.
If you wish to upgrade your systems, KnowHow can provide the expertise to complete the upgrade for you. Our expert software consultants can apply their in-depth knowledge of the software and your own systems, to ensure you have a pain-free upgrade and can quickly benefit from the features provided by new releases.
- Maintenance & Health Checks
Like anything else that functions, systems need to be well maintained to continue to provide good levels of performance and reliability. KnowHow’s consultants know how to maintain your systems in good working order and as part of our support agreement, KnowHow can undertake periodic health checks to analyse your systems and report on the actions required to keep them in tip-top condition. We can also complete the changes for you, if required.
- Staff on-call outside normal working hours
System problems can occur at any time and customers often have to complete work on systems outside normal hours. Rather than having to wait until the next day (as with other support arrangements), you need the peace of mind that comes with knowing KnowHow’s expertise is available to support you whenever you need our help.
- Site visits and on-site work included
Any system requires changes from time to time and KnowHow can provide the availability of our technical consultants when needed to complete any required tasks.
How can we help?
For further details of our support services or to put together a packages to meet your needs, please contact us by phone or email using the contact details at the top of this page, or click here.