DocLanding: Where It's At

DocLanding offers three levels of support:

• FREE Account Support
• Standard Account Support
• Premium Account Support
  

Free Account Support

With a Free account, you have access to the following:

• Web tutorials
• User reference manual
• FAQs

Standard Account Support

With a Standard account, you get:

• Web tutorials
• User reference manual
• FAQs
• Email support

Premium Account Support

• Web tutorials
• User reference manual
• FAQs
• Email support
• Online chat support
• Two hours of free phone support per month
  

Premium account support requests received by telephone or e-mail will be triaged and categorized. DOCCENTER will make the necessary inquiries to categorize requests as User Error, Browser-related, or Application-related. DOCCENTER will communicate a Priority status to your designated personnel within one (1) hour of receiving the support request. Requests received after 4:00 pm CST may not be responded to until the following business day. Corrective Actions will be developed and communicated to your designated personnel as follows:

Priority 1: Issue that does not affect the customer's ability to operate the Software as intended.

User Errors - DOCCENTER support personnel will diagnose, document, and assist the customer's designated personnel with the proper application use procedures within four (4) hours. Requests must be received before 1:00 pm CST to ensure a response within the same business day. All User Errors will be statused as Priority 1.

Browser-related - DOCCENTER support personnel will diagnose, document, and assist the customer's designated personnel by reviewing browser settings as prescribed in DOCCENTER's written documentation within four (4) hours. Requests must be received before 1:00 pm CST to ensure a response within the same business day. If settings are in accordance with DOCCENTER's documentation, DOCCENTER support personnel will contact and transfer the request to your designated personnel for evaluation.

Application-related - DOCCENTER support personnel will diagnose, document and categorize application support requests as a request for improved functionality or a defect creating an operational nuisance. DOCCENTER will assess functionality requests and inform customer of intended actions within one business day of receiving the request. All functionality requests will be statused as Priority 1. DOCCENTER will communicate the status of their findings, regarding the cause of a nuisance defect, every four (4) hours until a Corrective Action can be determined. Corrective Actions must be received before 1:00 pm CST to ensure a response within the same business day. Corrective Actions will be documented and communicated to the client within one business day of the defect's diagnosis, including expected turnaround times to develop a patch and related documentation for the defect.

Priority 2: Issue that partially impairs operation of the Software as intended.

Browser-related - DOCCENTER support personnel will diagnose, document, and assist the customer's designated personnel by reviewing browser settings as prescribed in DOCCENTER's written documentation within two (2) hours. Requests must be received before 3:00 pm CST to ensure a response within the same business day. If settings are in accordance with DOCCENTER's documentation, DOCCENTER support personnel will contact and transfer the request to your designated personnel for evaluation.

Application-related - DOCCENTER support personnel will diagnose, document, and communicate the status of their findings, regarding the cause of a defect, every two (2) hours until a Corrective Action can be determined. Requests must be received before 1:00 pm CST to ensure a response within the same business day. Corrective Actions will be documented and communicated to the client within four (4) hours of the defect's diagnosis including expected turnaround times to develop a patch and related documentation for the defect. Corrective Actions must be received before 1:00 pm CST to ensure a response within the same business day.

Priority 3: Issue that fully impairs operation of the Software as intended.

Browser-related - DOCCENTER support personnel will diagnose, document, and assist the customer's designated personnel by reviewing browser settings as prescribed in DOCCENTER's written documentation within one (1) hour of receiving the initial support request. Requests must be received before 4:00 pm CST to ensure a response within the same business day. If settings are in accordance with DOCCENTER's documentation, DOCCENTER support personnel will contact and transfer the request to your designated personnel for evaluation and work jointly to resolve the issue.

Application-related - DOCCENTER support personnel will diagnose, document, and communicate the status of their findings, regarding the cause of a defect, every hour until a Corrective Action can be determined. Requests must be received before 3:00 pm CST to ensure a response within the same business day. Corrective Actions will be documented and communicated to the client within two (2) hours of the defect's diagnosis including expected turnaround times to develop a patch and related documentation for the defect. Corrective Actions must be determined before 3:00 pm CST to ensure a response within the same business day.

Support Calls received after hours will be routed through our main telephone system. Please follow the instructions of the voicemail system. A pager will alert our on-call staff that a request has been left in the voicemail system. The on-call staff team will respond to your designated personnel within one hour of receiving the page to further assess the situation and provide you with a priority status.