Document & Record Lifecycle Software
FileCare Protects against Software Obsolescence
FileCare is an annual support and product upgrade program for both FileHold Express and FileHold Enterprise customers. For Enterprise customers FileCare is purchased and starts at the time of implementation, for FileHold Express customer, the first 6 months of FileCare are free and than an annual service agreement is purchased.
FileCare ensures your document management software stays current in a changing IT world. Every day; new document formats, new scanners / imagers and new operating systems are being introduced into your document management, record management and content management universe. Customers on FileCare receive: hot-fixes, service packs, dot releases or major releases at no charge. FileHold notifies customers about new versions and upgrades and schedules the free installation at mutually convenient times.
With FileCare you will never have to buy new Document Management software as your plans for the "paperless office" become a reality. FileHold 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. FileHold will evolve as your organization and your IT infrastructure changes and grows. To learn more about the Service Level Agreement of the FileCare program, click here.
FileCare Provides Technical Support
Customers who purchase FileHold Express or FileHold Enterprise receive technical support related to the document management software operation. To provide a human touch, FileHold Systems engineers use the telephone and web meeting software to help customers implement FileHold and 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 support portal is the fastest, most reliable and traceable way to get a technical response from FileHold. Customers on FileCare get technical Q&A support as well as answers to questions on "best practices" in document scanning and library structures. Customers on FileCare have access to our web-based training system and on line help, which provides web delivered multimedia training 24x7x365.
To ensure successful "paperless office" implementations, FileHold provides a technical installation and training package with every FileHold sale. This standard remote implementation package plus being on FileCare has proven to be a successful combination with FileHold customers and keeps Total Cost of Ownership low. Customers on FileCare are supported when adding new users or optional features to FileHold 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 FileHold system administrator.
Technical Support beyond FileCare
Staff changes, your evolving IT environment and even disaster will require technical support that is beyond our normal FileCare agreement. FileHold provides additional billable services 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 even assistance migrating FileHold to newer server hardware. To learn about the steps to ensure successful disaster recovery, click here.
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.
For more information on pricing and additional benefits of the FileCare support agreement contact .
The FileCare support portal is available to customers 7 days per week 24 hours per day to register and update support requests. Registering a support request on our support portal is the fastest and most reliable way to get a technical response from FileHold. Customers request scheduling upgrades, new installations, server migrations from old hardware to new, ask questions about implementations and have issues solved from friendly expert personnel. Logon to Customer Support
Customer Testimonial
"I want to express my gratitude for the guidance we received from your customer service team during our initial FileHold installation. I believe that calm and patient customer service\client interface is a rare thing these days, so I wanted to acknowledge it where I find it!" ...FileHold US Government Customer
