A team that knows your installation
Your support contact is the person who configured your document vault or developed your application. You do not have to explain your installation again every time you call.
Reaching us
Three ways to report a problem
By phone
For anything blocking you right now: a session that fails to open, a stalled approval workflow, an invoice that is not going out.
During office hours [hours to be confirmed]demo
By email
For anything that can wait a few hours: a configuration question, a change request, a training session to schedule.
Reply within one working day [indicative timeframe]demo
Through the client portal
To track your open requests and look back at the history of what has been done on your installation.
Access at any time [portal to be launched]demo
Priorities demo
How we classify requests
These times are indicative and are not a contractual commitment. Firm commitments are set out in your maintenance contract.
| Level | Example | Response |
|---|---|---|
| Blocking | The document vault cannot be accessed, or the business application no longer starts. | Immediate response |
| Disruptive | A function has stopped responding, but a workaround exists. | Within one working day |
| Question | A setting to adjust, a change to be costed, a training session to organise. | Within three working days |
Frequently asked questions
Before you call us
What should you send us to speed things up?
The name of the application or document vault, what you were doing when the problem occurred, and a screenshot of the message if there is one. That saves a round of back-and-forth.
Are the stated response times guaranteed?
No. They are for guidance only. Firm commitments are set out in your maintenance contract, and only those are binding.
Do you come on site?
Most requests are resolved remotely. When a visit is necessary, we come to your premises in French-speaking Switzerland.