Single call resolution is what every customer is looking for - PaperFree recognizes this and maintains a staff of dedicated certified support engineers to handle all of your front line support calls on our products and services. Your support calls will be answered quickly, with staff that is already knowledgeable about your account and is specifically trained on your implementation, products utilized, and any other specialized information that will help them resolve your technical issue as quickly as possible.
What we support
PaperFree supports a variety of OpenText solutions as well as solutions from other providers, such as:
OpenText Captiva Support
OpenText Documentum Support
OpenText ApplicationXtender Support
Kofax Capture Support
M-Files Support
And many others
PaperFree Technical Support Services
Our Technical Support team understands that every business is different and has its own unique support needs. In order to respond effectively to each businesses' unique requirements, PaperFree offers multiple support programs tailored to meet different business needs:
Annual Standard Technical Support
PaperFree's Standard Technical Support program addresses all our solutions, leveraging our expertise and ensuring the seamless operation of your enterprise installation. As an annual subscriber to PaperFree Technical support you receive:
- Software updates and maintenance releases
- Remote guidance and supervision of the installation of third-party software updates
- Unlimited toll-free access to our customer service department
- Remote access service troubleshooting and diagnostic support
- Four-hour problem response time during standard business hours
- Initial system performance analysis and optimization
- Relevant system documentation
- Full access to PaperFree Support Site for complete case management tools and resources
- Annual support fees are typically based on a percentage of all software, customization, and integration purchased from PaperFree.
Retainer Based Technical Support
PaperFree's Retainer Based Technical Support program addresses your unique needs. This program is perfect for organizations with open-ended projects or occasional IT support needs. With your assistance, PaperFree will create a plan that will provide your organization with the service coverage you’re seeking. As a retainer based subscriber to PaperFree's Technical support you receive:
- Toll-free access to our customer service department
- 'Pre-packaged' number of monthly support service hours*
- Remote access service troubleshooting and diagnostic support
- Four-hour problem response time during standard business hours
- Custom program modifications
- Systems administration and security support
- System performance analysis and optimization
- Relevant system documentation
*Minimum commitments may vary depending on your specific project needs
Customer Satisfaction
PaperFree views customer support as an essential piece to its operation and success. Our Support Department is staffed with qualified engineers that are experienced with all software sold by PaperFree as well as all being Microsoft Certified. Our support staff is focused on customer satisfaction first and foremost. They use call tracking, knowledge management systems, and remote access to customer sites to ensure maximum availability and assistance. Each support request is tracked and monitored from first customer contact to final resolution via a web-based case management system. A convenient web portal is provided to our customers to log into at any time to create a new case, review open items and status, as well as search through histories and the knowledge base. In addition to calling technical support directly at 1-888-726-7730 opt 4, you can also reach the support website portal 24/7 at https://support.paperfreecorp.com for support issue submittal, updates, and reporting. Our support portal is just one of many tools PaperFree provides their customers to ensure the most efficient and effective resolution for all incoming support needs.
To learn how PaperFree can help you with your technical support needs please give us a call today.