Support Services
KnowHow's expertise...
when you need it
KnowHow Consulting has been implementing Electronic Document Management Solutions, supporting Open Text 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.
We offer a choice of three levels of support agreement to customers that are using Open Text eDOCS DM software – Basic, Premier and Elite. Our graded approach means that customers can select a support package that is most closely aligned with the requirements of their business, the operational needs of supporting internal IT departments, and overall budgeting requirements.
All of the support packages include, as standard, access to telephone and online support desk facilities to initially log a problem, as well as issue tracking, support for third party supplied software; support for hardware and bespoke software supplied by KnowHow.
Support Options
Our Support Packages provide a package of services to meet your needs:-
A standard feature of all our support packages, 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 next Service Release or Major Release
When software vendors release significant new 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.
- Implementation of next Service Release or Major Release
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 make the changes if required.
- Staff on-call outside 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 as part of some of our support agreements, KnowHow provides the availability of our technical consultants to complete any required tasks, priced into the agreement.
Support Packages
Our Standard Support Package provides a package of services that is superior to that provided by software vendors. Our consultants know you and your installation and can provide meaningful responses from the first call.
The Premier Support Package offers additional valuable services such as monthly reporting of issues and fixes, pro-active progressing of calls logged with software vendors and obtaining workarounds and software patches to fix specific issues. It includes upgrades of patches and other minor software updates, as well as two Maintenance & Health Checks.
The Elite Support Package provides comprehensive support for Open Text customers that are looking for a significantly higher level of responsiveness from their support partner and a more complete support service. Extended hours support is included, providing a maximum of one hour response time between 0800 and 1800. In addition, this package includes Impact Analysis on the IT and business environment of implementing Service Releases and major version upgrades of eDOCS DM. Three Maintenance and Health Checks and four days of site work are also included in this package.
How can we help?
For further details of our support packages, please contact us by phone or email using the contact details at the top of this page, or click here.