DocketWave is committed to providing all its customers technical support services to enable them to use our software solutions to their maximum advantage. DocketWave’s strong technical support team comprises experienced and professional system engineers, analysts and developers, who are trained, certified, and always up-to-date with the latest versions of the software and hardware products that we are supporting at our customer sites.
Our support services are provided to our customers both during the post implementation warranty period and after the warranty period as per the terms of our Service level agreements and maintenance contracts with our customers.
DocketWave Software support services include trouble shooting and fixes of all reported problems, telephone and on-site assistance, delivery and installation of new versions of software, documentation and media, as well as training on new features and new releases of software.
DocketWave engineers will service all hardware supplied by DocketWave to customers (e.g. Scanners, jukeboxes) and maintain them in good working order. All defective hardware will be replaced by temporary units so as to give users maximum uptime. DocketWave keeps adequate stock of spare parts and spare units in its inventory. DocketWave operates a Service desk, which serves as a single point of contact for all our customers. DocketWave deploys skilled and trained telephone operators who serve as the first line of support and who will respond to customers’ calls and initiate support processes.
All problems not resolved by the Help Desk operators are assigned to qualified and experienced DocketWave engineers who provide second line support, according to the type of problem. All calls are tracked on DocketWave’s CA Unicentre Service Desk software until they are resolved to the satisfaction of the user. DocketWave keeps close track of Helpdesk performance through a series of statistical reports that identify number of calls, average and maximum response time, resolution time, down time, waiting times etc. A continuous improvement process will be followed to enhance the overall performance and the productivity of the services, and to ensure that we adhere to the terms of our service level agreement with our customers.
DocketWave’s support working hours are in line with customer’s requirements. We offer support during customer’s working hours and offer stand-bye and on-call support beyond official working hours. 24X7 support is also provided to customers when required by the terms of our maintenance contracts.
In the absence of a maintenance contract, DocketWave also provides technical support to customers on a per-call basis, as needed.