Award-Winning Support

We are here to get you up and running quickly from your POC through implementation

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Stay Covered 24x7

  • Support packages to meet your requirements: We understand that not every customer has the same needs when it comes to support. We offer standard support packages to extended 24x7 support options*
  • Maintenance options: Stay current with the latest enhancements. Annual maintenance programs include automatic version upgrades, updates, and 24x7 automated support system coverage.
  • Online support portal: Easy-to-use system enabling you to quickly manage cases, renew maintenance, update account information, access documentation, download the latest releases, search the knowledge base and more.

*Support programs are for one person, and each developer is required to have their own development product. Volume discounts are available.

Evaluate With Confidence

  • POC and Initial Testing: To get you up-and-running quickly and benefiting from our products and services as soon as possible, we provide responsive and thorough answers to your questions via our 24x7 automated support system including FAQs, documentation, and comprehensive technical response to your support tickets.

Standard Maintenance & Support

  • Maintenance options: Stay current with the latest enhancements. Annual maintenance programs include automatic version upgrades, updates, and 24x7 automated support system coverage.

Extended Support Options

  • Rapid Response: For situations that require the fastest possible response for mission critical or production down scenarios. Includes 2 hour response for Severity level 1 issues, 1 business day response for Severity level 2 issues, and 2 business day response for Severity level 3 issues. Phone call response included for all three categories (USA Eastern Time): Bronze: 8-5 ET ; Silver: 8-8 ET ; Gold: 24 x 7
  • Maintenance: Include version upgrades, updates, and 24x7 automated support system coverage.
  • Online support portal: Easy-to-use system enabling you to quickly manage cases, renew maintenance, update account information, access documentation, download the latest releases, search the knowledge base and more.
  • Expedited Support Response (ESR): Included in our Gold, Silver and Bronze support plans, and may be purchased in blocks of 3 by customers under other maintenance agreements. ESRs provide you with priority response (at a level higher than standard support tickets), telephone consultation if needed, code review, sample creation and minor code changes. Each ESR offers up to 3 hours of services.
  • ​*Expedited Maintenance Release (EMR): A tested maintenance release of your product specifically addressing your issue. EMRs include a single ESR, are included in our Gold (3 EMRs / 6 ESRs), Silver (2 EMR /3 ESRs), and Bronze (1 EMR / 3 ESR) plans, and may be purchased separately by customers under other maintenance agreements.

Professional Services

As your needs change, we will work with you to help craft solutions to meet your business challenges. We offer professional services to ensure that our products are optimized for your processes. Some of our services include:

Product Enhancements:

  • User Interface Enhancements
  • Functionality Enhancements
  • User Interface Enhancements
  • UTools & Configurations
  • Special System Configurations

Consulting:

  • Goal Definitions & Benchmarks
  • Optimization Recommendations
  • Workflow Processes
  • Installation Workshops
  • Proof of Concept Projects

Training:

  • Administrator Training Program
  • Tailored Training Program

Technical Consultation

  • The right tools: When you have a special project or technical requirement that requires imaging expertise, we offer a technical consultation with our team of engineers to help you develop the solution.
  • The right team: Our team of experts have been in the viewing and conversion business a long time. We will work with you to ensure your success through our years of experience, technical expertise, and our unparalleled support.

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