Support Policy

elDoc Support Policy

The terminology, terms and conditions set forth in «EULA» (End User License Agreement) are incorporated into this elDoc Support Policy as if written out in full herein.
All Customers entered EULA are eligible to apply for the «Standard 3rd line of Software Support» during the license terms. «Premium elDoc Support» is not a subject of this elDoc Support Policy.

1. TERMINOLOGY AND GENERAL TERMS:

«Standard 3rd line of Software Support» – the support provided by DMS Solutions in response to requests from the Customer what includes: providing improvement in the software in the form of new software releases, providing technical explanations and recommendations on part of the functionalities which are not described obviously in the Software Documentation, providing hot-fixes on reproduced and confirmed bugs in the Software, bug-fixing (for reproduced and confirmed errors in the Software).

«Standard 3rd line of Software Support» does NOT include:

Issues not covered under «Standard 3rd line of Software Support»

Recommendations

Direct requests from the business users and / or internal IT team of the Customer on how to use the Software and / or how to set / change settings in elDoc, any questions / requests on how specific functionalities work in elDoc

please, refer to the elDoc Documentation (https://documentation.eldoc.online/) or subscribe to the Premium Support and / or request additional Training

Investigation of the issues raised in the part of integration with any other third-party software (including but not limited to RPA Platform)

please contact your internal Competence Center or subscribe to the Premium Support

Troubleshooting

please contact your internal Competence Center or subscribe to the Premium Support

Investigation of any server logs to detect connectivity, security, permission, access rights issues

please contact your internal Competence Center or subscribe to the Premium Support

Investigation of recent IT changes that have an impact on elDoc performance

please contact your internal Competence Center or subscribe to the Premium Support

Setting up new document templates in the elDoc

please, refer to the elDoc Documentation (https://documentation.eldoc.online/) or subscribe to the Premium Support and / or request additional Training

Issues rated to the data accuracy / quality / established business document workflow

please, subscribe to the Premium Support and Change Management

Software migration to the new premises

please contact your internal Competence Center or subscribe to the Premium Support

Software back-up, ensuring business continuity, building DRP

please contact your internal Competence Center or subscribe to the Premium Support

«Issue with status WONTFIX» – is the issue which is identified in the system but which is classified by DMS Solutions after detailed examination as WONTFIX (will never be fixed). The WONTFIX is defined under the following scenarios: a) in case fixing the particular issue may cause to the instability / failure / lower performance of the overall solution or would make the solution much more complex and thus much less maintainable and possibly also much less stable and/ or b) the issue is occurring very rarely and time for investigation and fixing the issue could be too expensive (man-hours spent on fixing such a issue cannot be spent on developing new features or on fixing other issues that are more critical). 

«Bug» – an error, flaw or fault in the software that causes an incorrect or unexpected result / software behavior. The issue is classified as a Bug in case the issue is reproducible using the most recent version of the software that is installed according to the minimum provided requirements. Issue related to recognition results is not classified as bug as recognition process is quality driven and the recognition results depend on the quality input.

2. SOFTWARE UPDATE:

  1. DMS Solutions will provide for remote download by the Customer of the new Software releases / hot fixes.
  2. It is highly recommended for the Customer to perform Software update to the most recent version with an aim to have in place enhanced Software.


3. SUPPORT PROCEDURE:

  1. The Customer may raise its request for Standard 3rd line of Software support by sending the request to support@dms-solutions.co where request will be automatically registered in DMS Support Ticketing System (https://dms-solutions.co/support) to which the Customer will have access 24/7.
  2. Before raising the request for Standard 3rd line of Software support, the Customer shall ensure that issue is not related to any other external factors that may impact the performance of the Software or cause the issue. The Customer shall use reasonable efforts to attempt to resolve the issue by performing the 1st and 2nd line of Support.
  3. Each request shall be registered as a separate ticket. The Customer shall provide the detailed description of issue by providing the respective screenshots or other evidences. Important Note: Please be kindly informed DMS Support Team before processing the ticket may request to reproduce the issue to confirm the case (issue) or request additional information which may help to facilitate issue resolution.


4. RESPONSE TIME:

  1. DMS Solutions shall use commercially reasonable efforts to respond to the Customer request following principle "best efforts". Important Note: in case Customer is willing to have special SLA arrangement – it is highly recommended to subscribe to the Premium Support.
  2. Customer acknowledges that the time required for resolution of the particular issue may vary depending on the specific circumstances of each incident, including, without limitation, the nature of the issue, the extent and accuracy of information available about the issue, and the level of Customer's responsiveness in providing evidences and other additional information reasonably required by DMS Solutions to achieve issue resolution.
  3. DMS Solutions is not obligated to remedy any Software error / issue reported by the Customer that cannot be reproduced using the latest update of the Software.
  4. DMS Solutions is not obligated to support in issues resolution in the Software was misused and / or installed not according to the minimum provided requirements for the software and hardware.
  5. DMS Solutions is not obligated to respond on issues which are not covered under «Standard 3rd line of Software Support»
  6. DMS Solutions after detailed examination of issues reported may assign WONTFIX status for the particular reported issue. 


5. MISCELLANEOUS:

  1. DMS Solutions reserves the right to change the elDoc Support Policy periodically without any prior notice.



Last revision date: 12.01.2021