Our Support Team’s mission is to provide quality technical support in a highly professional manner for all DocMinder® products. Customer satisfaction is our number one priority.
The Maintenance and Support program is offered with all DocMinder® products; which includes product updates, enhancements, patches and the support assistance.
The following general terms are used to describe DocMinder® Maintenance and Support Services and are defined here for reference.
View All General Terms and Definitions
“Business Day”
Shall mean Monday - Friday, excluding major U.S. Holidays.
“Business Hours”
Shall mean 8:00am – 5:00pm central time on business days.
Trouble Ticket
Shall mean a report sent by customer to support regarding an Error.
Error
Shall mean a material failure of the product to conform to the published specifications.
Errors do not include, and WordTech will have no responsibility for, any of the following circumstances which adversely impact the operation of the product or the ability of WordTech to provide Maintenance and Support Services:
- the product has been altered, damaged, modified or incorporated into other software in any manner by any person or entity other than Word-Tech;
- problems caused by customer’s negligence, abuse, misapplication or use of the product other than as specified in the documentation, or causes beyond the control of WordTech;
- any failure of the computer hardware, the computer operating system, network infrastructure and/or other software utilized by customer;
- the product has been installed or operated other than in accordance with WordTech’s installation and operations instructions, including, without limitation, on computer hardware, or operating systems other than for which that system Release was designed;
- Word-Tech shall have no liability for changes in customer’s hardware necessary to use the product due to a workaround or maintenance release; or
- Word-Tech affirms to customer that the error in question has been corrected in the most current new release and such new release is made available to customer.
“Fix”
Shall mean, in Word-Tech’s discretion, a temporary work-around, patch, or bypass supplied by WordTech to diminish or avoid the effect of an error.
“Customer Representative”
Shall mean named callers by the customer who: (i) serve as the contacts with Word-Tech on all Maintenance and Support Services matters; (ii) are responsible for administration of the software; (iii) are employees of the customer or a Word-Tech partner; and (iv) have been trained or have demonstrated to be knowledgeable on the software.
“Critical Error”
Shall mean the product cannot be used in any serviceable way.
“Serious Error”
Shall mean major feature/function failure of product which severely restricts production operations.
“Normal Error”
Shall mean minor feature/function failure of product to operate as designed; there is minor impact on usage.
“Inquiry”
Shall mean any that includes requests for general information, documentation, product enhancements, etc.
“Question”
Shall mean a technical question relating to the function of the software or non-technical question relating to the Maintenance and Support Services.
“Response”
Shall mean an acknowledgment from support of the receipt of the trouble ticket.
“Software”
Shall mean a machine executable copy of the object code of the DocMinder® software products which are licensed to customer, including manuals and documentation, in either printed or electronic form.
“Support”
Shall mean a team of DocMinder® product specialists.
“Maintenance Support Services”
Shall mean the services provided under Word-Tech’s Maintenance and Support Services Program ordered by customer and described in this document.
Support Services is provided by trained product specialists and delivered to customers who have purchased or subscribed to Maintenance and Support Services.
Support Service personnel are available to answer questions related to DocMinder® supported products. Direct installation and/or configuration of customer environment is included in Maintenance and Support Services.
Telephone support is available to customer’s technical representatives during business hours; customers who have purchased or subscribed to Maintenance and Support Services can also submit trouble tickets by:
E-mail: support@wordtech.com
Phone: (913) 722-3334
8:00am - 5:00pm | Monday - Friday (except for major U.S. holidays)
The response time for support is determined by the classification of the error.
Upon receipt of a trouble ticket, Support will communicate with customer or customer’s technical representative by telephone, or email to assist with the trouble ticket and to correct the error.
Because phone response time is generally faster than the response time for email, it is recommended that critical errors be reported by telephone.
- Critical - One (1) business hour;
- Serious - Four (4) business hours;
- Normal - Six (6) business hours;
Support will use commercially reasonable efforts to correct any error reported by a customer.
Newly received trouble tickets will be assessed through discussions with the customer to confirm that they fulfill the criteria and may be downgraded if they do not.
Critical Errors
WordTech will assign support personnel, as determined by the level of error, to attempt to replicate the error. If the error can be replicated, WordTech will:
- commence work to provide customer with a fix and
- provide customer with periodic reports on the status of such a fix. WordTech will use commercially reasonable efforts to;
- deliver a fix to customer, and
- to correct in a future version of the latest supported release.
Serious Errors
A member of support will respond to reports of error conditions brought to WordTech’s attention by customer. WordTech will use commercially reasonable efforts to:
- provide customer with a fix to such error, and
- to correct in a future version of the latest supported release.
Normal Errors
A member of support will respond to reports of error conditions brought to WordTech’s attention. WordTech may correct such errors in a future version of the latest supported release.
In those instances where:
- WordTech cannot provide a fix to a critical error within a reasonable period after a member of support has responded to the customer, or
- Customer is not satisfied with the progress attained, WordTech will review the plan for addressing such error with customer;
Customer may escalate the matter to WordTech’s Support Manager if it reasonably determines the plan of action does not demonstrate commercially reasonable efforts to correct the error.
| Escalation Level | Contact |
|---|---|
| Customer Support Word-Tech |
Christina Thomas (913) 722-3334 x7010 cthomas@wordtech.com |
| CIO Word-Tech |
Jack Peters (913) 722-3334 x7007 jpeters@wordtech.com |
| President and CEO Word-Tech |
Bruce L. Karlson (913) 722-3334 x7007 bkarlson@wordtech.com |
Customer shall provide cooperation and assistance in Word-Tech’s efforts to deliver Maintenance and Support Services.
Such cooperation and assistance include but not limited to:
- Provide reasonable and timely response to Word-Tech’s requests and communications to deliver Maintenance and Support Services.
- Provide access to customer’s DocMinder® environment through supervised remote computer access as required for Maintenance and Support Services.
- Provide timely, accurate, and complete information as Word-Tech may request to deliver Maintenance and Support Services.
- Ensure that any equipment and/or hardware belonging to or furnished by customer is properly installed and is sufficient and suitable for its purpose and that any adjustments, which may be required, are carried out expeditiously.
- Maintain backups of customer data, or otherwise protecting its data against loss, damage, or destruction before services are performed by WordTech.
- The customer is responsible for all systems administration functions, for systems belonging to or furnished by customer, including but not limited to:
- Database setup and maintenance;
- Operating system maintenance;
- Client software installation (after the first five (5) desktops);
- Maintenance of minimum hardware and software requirement, ensuring compliance with the DocMinder® software implementation and configuration;
The product versioning for Maintenance Services and as it relates to the DocMinder® product is (Major); (Minor) and (Build)
- The major release is 5.x
- The minor release is .1
- The database version is .50
- The release number is 5420.
- Patch releases will keep the same first build number.
- Upgrades to move to the next number (6xxx).
“Current Release” The latest GA (“General Availability”) release of the software.
“General Availability” Software release made publicly available to all licensed customers.
“Major” Significant product changes or changes to supported platforms. Major releases are typically denoted with a change in the first set of digits of the label (e.g., 5.X.X).
“Minor” Minimal product enhancements or changes to supported platforms. Minor releases are typically denoted with a change in the second set of digits (e.g., 5.1.X).
“Database version” A change has been made in the database schema (e.g., 5.1.50 is a database version label).
“Feature Update” Additional functionality has been added and combined bug fixes.
“Patch Release” A targeted fix for a specific version which is not necessarily the latest version of the software. Patch releases generally do not include product enhancements and supported platform updates.
| Supported Releases | Technical support is provided for customers who are running: (a) the latest release of the current version; or (b) the latest version of the previous release. |
|---|---|
| End-of-Life | End-of-life is declared for a version eighteen (18) months after the most recent version has been made available. |
| Release Lifecycle | Product releases will be supported based on the release number, for a period of eighteen (18) months after the most recent version has been made available, for customers with an active maintenance agreement. |
| Patch Releases | Are issued for the (a) latest release of the current version; (b) previous versions will be evaluated on a case-by-case basis. Customers are strongly advised to be on the latest release of the current version or the latest version of the previous release. |
| Product Enhancements | Significant changes to product functionality are only targeted for major or minor releases of the latest product release. |
Please make sure you have the following information before you contact support to discuss an issue or submit a trouble ticket. By providing us with this pre-requisite information, Support will be able to process your issue(s) more efficiently.
General Information
- Customer’s Organization
- Name of Customer’s Technical Representative
- Phone Number and Email of Customer’s Technical Representative
Technical Information
- Server name(s)
- Software version and patch level
- Operating System, version and service pack level
- Database client and server versions
- Complete problem description.
- Is the problem able to be reproduced?
- What are the steps to be followed to reproduce the problem?
- What is the exact text of the error resulting from the problem including error code(s)?
- What are the symptoms of the problem?
- When did the problem start occurring?
- For how long has the problem been occurring?
- What specifically is being done when the problem occurs?
- Did it ever work? If so when and for how long?
- Has the software or hardware changed? What is different from when it did work?
- What steps has the user taken to solve the problem?
- What is the impact on the user’s, departments, and company’s business?
- Are there other applications involved?
- Are there any customizations to the system that may be related to the problem?
- When is the last available database backup?
Diagnostic Tools (You may be required to supply the following)
- Software log files (if applicable)
- Database trace files
- Windows event logs