Support Details

Email Support

Email hotline support is available during normal office working hours, 9:30 A.M. to 5:30 P.M., Monday to Friday, excluding British and Irish public holidays. DOCOsoft personnel manage all support email.

support@docosoft.com

Telephone Support

Telephone hotline support is available during normal office working hours, 9:30 A.M. to 5:30 P.M., Monday to Friday, excluding British and Irish public holidays. DOCOsoft personnel will deal with support calls.

UK Support Tel +44 (0) 207 959 2278

Ireland Support Tel +353 (0)1 7163655

Remote Access Support

Remote Access support can be provided during normal office working hours (as defined above) within 24 hours of a support request. This is subject to DOCOsoft being given the permission to allow remote access, and being provided with the software necessary to establish a remote connection.

On-Site Support

On-site support is divided into two categories:

Standard – On site Support ( Non-Project Related Work)

On-site support within London during normal office hours (9:30 A.M. to 5:30 P.M., Monday to Friday, excluding British and Irish public holidays) is covered under the normal terms and conditions of this agreement at no additional cost.

On Site support requires at least five working days notification.

Standard – On site Support (Project Related Work)

Project related work will be provided from (9:30 A.M. to 5:30 P.M., Monday to Friday, excluding British and Irish public holidays), All project work will be agreed by both the supplier and client at least two weeks before the required date in order to secure resources. Project Related work incurs a daily cost.

Contingency / Disaster Recovery Support (“CDR”)

CDR Support will be provided within 24 hours of request, subject to resource availability. Any kind of CDR support is not covered under the normal terms and conditions of this agreement.

CDR Support incurs a charge which includes one day support, any additional time required over above the initial one day will be charged at a daily rate.

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