All current DocuXplorer subscriptions come with unlimited email support with response times within 24 hours and are most often provided as a same-day response.
Telephone support on a pay-per-incident basis is defined as follows:
LEVEL 1
- A one-hour minimum charge
- Incidents are limited to basic usage issues (i.e., How do I find a file?)
LEVEL 2
- A one-hour minimum charge
- Incidents include issues not covered by Levels 1 and 3, such as:
- Problems within the client’s environment affecting software use
- Software installation and updates
- Server migrations
- Misconfigurations in security, index sets, the import engine, etc.
Level 3
- Incidents include corrupted database rebuilds due to an unstable client computing environment, programming, and other issues that are not covered by Level 1 or Level 2 support at the discretion of Archive Power Systems, Inc. and DocuXplorer Software.
SUPER SUPPORT
- This annual service option runs concurrently with your subscription licenses
- Includes priority email, plus telephone and remote PC Support
- It covers any level 1 or 2 issues
- Super Support does not include Level 3 support issues.
Weekend/after-hours phone support
- Available from 9 am to 5 pm on Saturdays/Sundays and after regular business hours
- Must be scheduled in advance
- The minimum charge for weekend/after-hours phone support is three hours of Level 2 phone support at time-and-a-half
DocuXplorer Technical Support Policy
Consulting services are designed to help you quickly and efficiently implement best practices and establish custom processes with expert support.
LEVEL 1
Design, implementation, and testing for in-app features and services, including:
- Taxonomy
- Workflows
- Import Engine jobs (including email assistant)
- AI templates and training
- Setup of native integrations
LEVEL 2
Connecting to your external applications. Examples include:
- Custom API integrations
- Migrations from other applications and external sources.
A strong organizational foundation is essential to creating scalable business processes that drive growth. You can better control your processing costs and risks by understanding your business data and documents, what they are, and where they're going. Find out how we can improve your business productivity and increase your bottom line. LEARN MORE
The adoption of DocuXplorer across your organization is key to your success. Our Adoption Consulting Services help you identify your power users and strategize a plan to gain acceptance and get your staff invested in your digital transformation.
Workflows translate your organization’s vision into actionable business processes. This reduces or eliminates unnecessary redundant manual tasks. Our experts help you build smartly designed workflows that are extremely effective. LEARN MORE
Automate data entry and let your files file themselves. Our experts will teach you how to harness the power of Optical Character Recognition and AI Capture. What used to take weeks of manpower can now take just a few minutes to set up and automate. LEARN MORE
Your 24/7 email assistant will monitor your desired email address and import the message and attachments directly into DocuXplorer. From there it can tag them with the appropriate indexing information and file them away. You can also trigger an approval or reminder workflow process. To use the email assistant, you must have the Import Engine. LEARN MORE
Don't have the resources to scan and import your backlog of physical documents. Let our team do it for you. Pricing is on a per-page basis and ranges from $.06 - $1 per page based on factors including dimensions, staples, binding, number of index set fields, and quality of the paper. Let us know if you'd like custom pricing for your scan project. LEARN MORE
Enjoy the peace of mind of knowing your data is safe, secure, and 100% backed up. With DX Secure Backup, you never have to worry about your hard drive crashing or your laptop being stolen. Complete with professional installation and automatic backups, the best protection possible can be yours for a highly competitive rate as a part of our document management services. Our backup service is available whether your data is hosted on-premises or in the cloud. LEARN MORE
DocuXplorer's Private Cloud Hosting secures your data on its own dedicated system. Based on server requirements provided by your company, DocuXplorer will recommend the appropriate size server and hard drive and coordinate the data migration. This can be done via a physical hard drive shipped from Microsoft or across the internet. We will assign a designated cloud server architect to monitor your cloud server daily and ensure it's up to date and backed up with our DX Secure Backup Service. LEARN MORE
DX's open API enables you to connect to any application. Our expert developers can save you time by building smart connections to your tech stack, eliminating duplicative work. We've helped clients discover they're paying for multiple solutions that do the same thing! Streamlining how their technology interacts eliminates duplicative manual data entry exponentially.
