We offer 24-hour support on weekdays and on-demand support during weekends.
For technical support, you can email
With this offering, you’ll enjoy priority access to expedited support service and response times, ensuring your issues are addressed promptly.
We will allocate a dedicated support expert to work closely with you to provide personalized guidance.
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Premium Support
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Regular Support
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|---|---|---|
| Scope | Applicable for subscribed Document360 customers | Applicable for all Document360 customers |
| Support Window | 24/5 + Weekend support (3.30 am GMT – 5.30 pm GMT) for “Urgent” and “High” Severity tickets. | 24/5 + Weekend support (3.30 am GMT – 5.30 pm GMT) for “Urgent” and “High” Severity tickets. |
| Mode | Chat, email, helpdesk ticket | Email, helpdesk ticket |
| Prioritized ticket routing for faster support | Yes | No |
| Designated technical account manager | Yes | No |
| Expert advice | Consultative review and guidance from the experts | Contextual to use cases |
| SLA – Response time |
Critical business impact : < 30 minutes Major business impact : < 2 hours Moderate business impact : < 3 hours Minimal business impact: < 4 hours *during support window only |
Critical business impact : < 30 minutes Major business impact : < 2 hours Moderate business impact : < 4 hours Minimal business impact: < 6 hours *during support window only |
*Weekend : Saturday and Sunday
That’s not all.
Premium support gives you exclusive access to resources, including advanced troubleshooting guides, webinars, and personalized training sessions.
Upgrade to Premium Support today for the ultimate support experience.
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