Docsvault’s Support policy outlines the product support and maintenance guidelines with the objective to standardize norms, thereby enabling Docsvault customers to make more informed purchase, support and upgrade decision.
Docsvault Support Policy
Docsvault Software Maintenance Subscription provides software support and updates to help you keep pace with ever-growing demand of managing your business documents.
Docsvault Software Maintenance assures you of:
- Unlimited Support Instances
- Regular Updates (New features, fixes, minor and even major version updates!)
Customers who are under a valid Support Maintenance Subscription are entitled to the benefits associated with this policy.
Annual Maintenance Subscription is 20% of the value of your product configuration at the time of the renewal. The Software Maintenance Subscription gives you access to our ticket based email support and all updates, fixes and major updates plus the convenience of call back phone support for instant issue resolutions for the duration of the subscription. Active Software Maintenance is one of the most cost-effective ways to protect your software investment.
What support options are available?
First Year of software maintenance is required and is already added to the initial purchase. Software maintenance can be optionally renewed annually thereafter.
Annual Software Maintenance Subscription:
The Software Maintenance Subscription gives you access to our ticket based email support and all updates, fixes and major upgrades plus the convenience of call back phone support for instant issue resolutions for the duration of the subscription. Annual Maintenance Subscription is 20% of the current value of your product configuration.
How do I get support?
The Software Maintenance Subscription gives you access to our ticket based email support. The ticked based email support is available from the Client Center. To open up a new support issue just login to your Client Center account and submit a new support ticket. We are extremely responsive and you can generally expect a reply from us within a few hours during normal business hours. You can use the “Callback Support” ticket department to receive a callback from our support team.
What happens if the Maintenance Subscription is not renewed before its expiry?
Docsvault licenses are perpetual and never expire. However, it is always a good idea to keep your software maintenance current. Keeping the maintenance current not only assures you of support and updates (even major upgrades) but it is also the most cost effective way to keep your software current even if you plan to upgrade once in 5 years and do not need any support from us. We send out several maintenance subscription reminders as early as 60 days before the expiry date to the registered email address in your Client Center Login. If, however, for any reason you missed renewing your subscription this policy will apply to resume your annual software maintenance subscriptions. You can renew or resume your subscriptions at any time right from within your Client Center Login on our website.
|Duration after expiry||Maintenance Cost*|
|Within 60 days of expiry (same as regular)||20%|
|Within 1 Year of expiry||50%|
|Within 2 Year of expiry||75%|
* The % values are the percentage of the current value of your product configuration.
Do you offer any professional services?
We do offer professional installation, training, upgrade and custom import tools for legacy data services at a very reasonable price. See Docsvault Installation & Training Services. For more information, please contact our support department with your specific needs.
Is there any other way of resolving any problems I may run into?
Our website has a full Support Suite under the support section, including online help files, Knowledgebase, Quick Start Guides, Manuals, User Guides, etc to try and solve your problem quickly. Visit this site before contacting technical support to ensure timely resolution of your issues.
How do I get updates and bug fixes?
All eligible updates, fixes and major upgrades for your product are available from the Client Center.
How often do you release updates and upgrades?
Minor versions are released 2-3 times a year with bug fixes and new features. A major version is released approximately in 1-1.5 years.
For more information about purchasing a Support and Maintenance plan, contact sales.