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Support & Maintenance Frequently Asked Questions
Frequently Asked Questions
Q) How do I log a support call?
A) Simply call Capital Capture's Support Team on 020 7314 7700 detailing the type of problem you are experiencing, quoting your maintenance contract number (if you have one), scanner model and serial number and/or software license number. Each call is logged on Capital Capture's call tracking system where a unique call reference number is allocated for future correspondence.
Q) What happens after a support call has been logged?
A) Scanning hardware - Capital Captire will firstly endeavour to identify the problem over the telephone. Once this process is complete, either the fault will be diagnosed, rectified or an engineer will be scheduled to visit the client site.
Software - Capital Capture will firstly provide expert telephone-based help to designated personnel at the client site. Once this process is complete, either the fault will be diagnosed, rectified or an engineer will be scheduled to visit the client site.
On occasion the engineer will offer assistance by means of Webex. This technology enables the engineer to provide remote assistance to the client, securely and at a level of control specified by the customer. This can significantly speed up both diagnoses and resolution of support issues.
Q) Will I be charged for a support call or engineer visit?
A) No, not if you have a maintenance contract with us otherwise there will be a charge should an engineer need to be dispatched. There is no cost for a support telephone call.
There are no costs incurred for activities under a maintenance contract, with the exception of consumables which are excluded and are therefore chargeable items.
- Capital Capture will provide all labour and spare parts necessary to maintain and/or repair equipment to an operating condition
- Consumables can be supplied but the costs are not covered under the maintenance contract
- Specialised document scanner cleaning kits can be supplied but this cost is again not covered by the support agreement
If you do not have a maintenance contract with us and we have to send an engineer to your site there will be a call-out charge and an hourly-rate charge thereafter. This will be explained and agreed with you before the engineer is dispatched.
In addition to support calls, an annual scanner Preventive Maintenance Visit (health check) from a qualified Capital Capture engineer will be undertaken at a time agreed with the customer.
Q) What is not covered in the hardware support agreement?
A) The following is not covered under the hardware support agreement:
- Improper use of hardware
- Servicing by anyone other than an authorised Capital Capture representative
- Damage caused by cleaning, accident or abuse of equipment
- Misuse and failure to observe operating instructions
- Relocation of equipment without prior notification
Q) What is not covered in the software support agreement?
A) The following is not covered under the software support agreement:
- Modifications made by any person other than an authorised Capital Capture representative or without Capital Capture's prior written consent
- Any software installed on a platform that is not software supported or authorised by the manufacturers of the product
- Custom Code written by customer or third party
Q) What is the standard response time to a support call?
A) For hardware, the Response time (number of working hours targeted to ensure a qualified engineer is on site at a customer's premises ready to fix the fault) is 8 hours or next working day. The Fix time (the time targeted to ensure actual fixing of fault) is a further 8 hours of next working day.
Our support times are based on standard office hours of 09:00 to 17:00.
These can be changed accordingly to your business needs. If equipment cannon be fixed within the targeted time, a loan scanner of the same or higher specification can be provided.
For software, the response time (number of working hours targeted to resolve logged software support call) is 4 hours. These can be changed accordingly to your business needs.
Q) Will I be updated on the progress of a support call?
A) Yes, when a support call is closed, an engineer report is completed and signed by the customer for acceptance. A copy of this report is retained by the customer. Annual support and maintenance reports and reviews can also be provided on customer request.
Q) Who can I contact at Capital Capture for support?
A) There are three support levels that you can contact:
- Support Help Desk - all support calls and regular communications go through the Help Desk
- Support Manager - coordination of new contracts, support renewals and escaltion point should there be any issues
- Technical Director - final escalation point
Q) How can I contact support at Capital Capture?
A) There are a number of ways you can contact support at Capital Capture:
- Call Support directly on 020 7314 7722
- Fax on 020 7314 7777
- Email support@capitalcapture.com
- Call Capital Capture's switchboard on 020 7314 7700 and you will be directed to the necessary contact
