DocTech clients both new and existing benefit from our extensive knowledge and experience of implementing document management and business process solutions. An in-house support team set up all new installations, and the very same team are available to clients for any further software enhancements or support.
At DocTech, we go above and beyond to ensure our solutions are fit for purpose and meet our clients requirements. Our dedicated support team are what sets us apart from the competition, and our clients think so too.....
“Many thanks for your assistance resolving this issue, I really couldn’t be interested in who’s fault it was only reaching a resolution. I must comment that from this point DocTech's service far exceeded our previous supplier and it is most appreciated.”
Fantastic! Thanks for that. I must say, your service and speed at getting these calls done is brilliant!”
“I wanted to say thanks for the assistance your support team are providing me with. They have been very helpful in helping me get to grips with DocuWare, and setting up the right process flows etc. I also appreciate your patience with my impatience!”
"Thank you. Out of all the support people I deal with on a daily basis your team is one of the best!"
"After the trouble I've had with a different supplier's support team over these last few weeks, your company is a breath of fresh air. Really appreciate you following up with that."
“Thanks for all your work over the last few weeks and today to get the server move done. Thanks also to Kyle for doing the training for the lads, they seemed to really have enjoyed the session. Always good to work with good people!"
Support is available Monday-Friday during typical business hours. Extended support may be available on request. You can get in touch with our support team in two ways:
1. Email us and raise a ticket
We ask that in the first instance, you send an email. Here your email will be logged into our ticketing system. You will notified that we have received your request, and you will be given a Ticket ID number. Please use this number in all correspondence relating to this matter. A member of the team will call or email you to discuss further or confirm any issue is resolved. We will then close your ticket, and you will be notified via email.
Tickets may also be logged directly through our Support Portal, where you will also find a FAQ section which may answer your query.
Should you need to download TeamViewer, you can do so here.
2. Call us
2. If you’re unable to email, you can call us on 0161 667 3390, selecting option 2 for support. All of our support agents are accredited in all appropriate DocuWare certifications and have full training in all our other solutions. Tickets are prioritised in part based on the impact assessment of the ticket in question.
We aim to respond to all tickets submitted before 1400 on the same day and we will respond in order of importance and severity to the business in question. Unlimited telephone and online support to technical staff is included in our agreements, resolving problems with products provided by us and listed in contracts.
Training on all solutions implemented by DocTech will be provided. We operate on a train the trainer basis which is usually carried out onsite during installation. Any further training needs after this period may be subject to charge. Some training requirements can also be carried out remotely via Microsoft Teams.
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