+44(0)20 7314 7700
Software Support
Our dedicated support desk team is fully trained to respond to queries relating to your business critical Capture automation solutions, capture software and scanning hardware supplied by Capital Capture. Our multi-channel support contract packages offer clients telephone, fax, email and WebEx support within agreed service levels (typically 2, 4 or 8 hours).
Call Logging & Communication
In the first instance the customer's internal helpdesk or end user call Capital Capture's Support Team, detailing the type of problem. The calls will be logged in the call tracking system where a unique call reference number is allocated.
The call is tracked using this unique reference until resolved.
From start to finish our helpdesk team will keep you regularly informed on the progress of your support case until it is resolved.
Capital Capture then provides expert telephone based help to designated personnel at the Client site.
A standard 4 hour response support call can be defined as follows:
- Response Time - the number of working hours targeted to resolve logged software support calls (4 hours)
All support activities will be undertaken by a qualified support engineer who will assist the Client via telephone, fax or email.
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 client. This can significantly speed up both the diagnoses and resolution of support issues.
The exclusions in the software support cover provided include:
- 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 manufacturer of the product
- Custom Code written by the Customer or other third parties
Contracted support customers can also benefit from a FREE system/solution health check facility enabling you to contact Capital Capture with proposed changes to your supported systems before any implementation. Research shows this facility reduces overall support calls by more than 30% and eliminates system downtime caused by modifications.
Reporting
Capital Capture provides annual Support and Maintenance reviews and reports, incorporating:
Software Support Services Reporting
- Number of Software Support Failures and queries reported to the helpdesk in the reporting period
- Nature and status of each Software Support Failure and queries reported in the reporting period and unresolved from previous reporting periods
- Performance against the software Support service level
Maintenance - Scanner Services
- Number of Equipment Failures and queries reported to the helpdesk in the reporting period
- Nature and status of each Equipment Failure and queries reported in the reporting period and unresolved from previous reporting periods
- Performance against the maintenance service levels
To find out more about our support and maintenance packages - contact us on: Support Contact Details
Tel: 0845 680 7722
Email: support@capitalcapture.com
Fax: 020 7314 7777
