Document Management Software Support - The FileCare program

FileCare is the name of the document management software support program that protects against software obsolescence! FileCare is an annual support and product upgrade program for both Express and  Enterprise customers.  For Enterprise customers FileCare is purchased and starts at the time of implementation. For Express customers, the first 6 months of FileCare are free and than an annual service agreement is purchased.

FileCare Protects the Document Management Software Against Never Ending Operating System Upgrades

FileCare ensures the document management software stays current in a changing IT world. Every day; new document formats, new document scanners / imagers and new software operating systems are being introduced into your document management software, record management software and content management universe. Customers on FileCare receive: hot-fixes, service packs, dot releases or major releases at no charge. 

With FileCare you will never have to buy new Document Management software as your plans for the "paperless office" become a reality. The software will evolve as your organization and your IT infrastructure changes and grows. Customers with an active FileCare agreement get remote online technical assistance when they upgrade from one version of FileHold to another.  Learn more about the Software Service Level Agreement of the FileCare program.

When new Windows Server platforms are released, FileHold provides migration consulting to move you to the new platform via additional, paid consulting services.

FileCare Provides Software Technical Support

Customers who purchase FileHold Express or FileHold Enterprise document management software receive technical support related to the document management software operation. System engineers use the telephone and web meeting software to help customers solve issues efficiently and easily.

The support process starts by the customer registering the issue on the FileCare support portal and getting responses via e-mail or telephone or remote log on sessions. The software support portal is the fastest, most reliable and traceable way to get a technical response. Customers on FileCare get technical support as well as answers to questions on "best practices" in document scanning and library structures. Customers on FileCare have access to web-based training system and on line help, which provides web delivered multimedia training 24 x 7 x 365.

To ensure successful "paperless office" implementations, a technical installation and training package is provided with every sale. This standard remote implementation package plus being on FileCare has proven to be a successful combination with customers and keeps Total Cost of Ownership low. Customers on FileCare are supported when adding new users or optional features at no cost other than the licensing fee. The process is usually as simple as an e-mail exchange and less than 2 minutes of work for a support technician.

Document Management Software Support beyond FileCare

Staff changes, your evolving IT environment, complex document scanningchallanges and even disaster will require technical support that is beyond the normal FileCare agreement. Additional billable services are available such as: end user training, custom self paced training packages, train the trainer, onsite installation, advice on the backup and disaster recovery, business continuity best practices, and assistance migrating to newer server hardware. Learn about the steps to ensure successful disaster recovery.

FileHold is focused on the success of your paperless office initiative and wants to help you with these changes by allowing you to buy professional service time at a preferred FileCare discounted rate. FileHold users who do not have a FileCare agreement and need technical support will be billed at $250.00 per hour with a two hour minimum per request / incident paid in advance.

Additional Document Management Software Support Services

Although not a part of the FileCare program, a number of other document management software services are available from the professional service group. These services may be contracted on a fixed fee bases or charged on a time and materials basis:

• Document Management Best Practices Consulting: FileHold has expertise in document and records management best practices. This advice can be especially helpful during major upgrades to ensure the system continues to function at full performance during the upgrade.

• Server health check up / systems management.

• General server administration, including user and security issues.

• Managing software upgrades, i.e. Windows Server and Microsoft SQL-Server.

• Data archiving.

• Disaster recovery tests.

• Creating custom reports.

• Analysis of the customer software environment.

• Analysis of existing data within File directories and other repositories.

• General assistance with third party software.

• General assistance with hardware compatibility issues.

• Consulting on Document Management best practices.

• Importation of data into FileHold systems.

• Configuration of zonal scanning, full-text and imaging systems.

For more information on pricing and additional benefits of the FileCare support agreement contact sales@filehold.com.