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.
DMS Solutions provides Standard Software Support (hereafter - Standard Support) to all Customers purchasing the Software / Customers entering EULA during the applicable license terms / terms stated in the applicable order form and subject to receiving the corresponding fees, as applicable. «Premium Support» is not a subject of this elDoc Support Policy and shall be regulated by separate Support and SLA Policy. 

1. GENERAL TERMS:

For Customers who deployed elDoc on its premises: 

«Standard Support» – the support provided by DMS Solutions in response to requests from the Customer. Standard Support 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 Support» does NOT include:

Issues not covered under «Standard Support»

Recommendations 

Direct requests from the business users and / or internal IT team of the Customer on elDoc functionalities which are obviously described in elDoc Documentation

please, refer to the elDoc Documentation (https://docs.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 / new template variations in the elDoc

please, refer to the elDoc Documentation (https://docs.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

For Customers who subscribed to SaaS: 

«Standard Support» – the support provided by DMS Solutions that includes: providing high-availability of the Software using commercially reasonable efforts, providing cloud infrastructure with performing regular back-up procedures; providing improvement in the software by means of updating the software, providing technical explanations and recommendations on part of the Software functionalities, providing hot-fixes on reproduced and confirmed bugs in the Software, bug-fixing (for reproduced and confirmed errors in the Software) by means of updating the software. 

2. TERMINOLOGY:

«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.

«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). 


3. SOFTWARE UPDATE:

For Customers who deployed elDoc on its premises: 

  1. DMS Solutions will provide regularly the new Software releases / hot fixes. The Customer shall perform the Software update utilizing own resources under the Standard Support subscription.  
  2. It is highly recommended for the Customer to stay on the most recent version of the Software.

For Customers who subscribed to SaaS: 

  1. DMS Solutions will perform Software update of the Customer instance utilizing owns resources according to the scheduled Software update plan.  


4. SUPPORT PROCEDURE:

  1. The Customer may raise its request for 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. Authorized employees of the Customer may also directly create a ticket in DMS Support Ticketing System (https://dms-solutions.co/support).
  2. Before raising the request for 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 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.


5. RESPONSE TIME:

  1. DMS Solutions shall use commercially reasonable efforts to respond to the Customer request following principle "best efforts" during the business days. 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 has no obligation to remedy any Software error / issue reported by the Customer that cannot be reproduced using the latest version of the Software.
  4. DMS Solutions has no obligation to provide support if the Software was misused and / or Software has been installed / updated not in accordance with Software Documentation or best practices.  
  5. DMS Solutions has no obligation to respond on issues which are not covered under «Standard Support» for Customer who deployed the Software on its premises.  
  6. After detailed examination of the issue reported by the Customer, DMS Solutions may assign WONTFIX status for the particular reported issue. 
  7. If, in relation to a reported issue, a permanent fix is not feasible, DMS Solutions may provide a workaround as a temporary solution to restore the use of the Software. The Software updates that require substantial development will be delivered by DMS Solutions at its discretion, in accordance with the Product Development Lifecycle and Strategic Product Development Roadmap. 


6. MISCELLANEOUS:

  1. This elDoc Support Policy could be reviewed by DMS Solutions periodically with a purpose to include additional provisions which will be applicable to some countries  / Customers or introduce changes / amendments to the existing provisions of this elDoc Support Policy. All changes to elDoc Support Policy are introduced by means of updating the elDoc Support Policy directly through this web-page. The Customer is advised to consult this elDoc Support Policy regularly for any changes. 



Last revision date: 10.02.2021