FileCare is the FileHold 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 Customers Against Never Ending Operating System Upgrades
FileCare ensures your FileHold software stays current in a ever changing IT world. Every day; new document formats, new document scanners / imagers and new software 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 that keep you current with these changes 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. FileHold software will evolve as your organization and your IT infrastructure changes and grows. Customers with an active FileCare agreement get free remote online technical assistance when they upgrade from one version of FileHold to another. Learn more about the Service Level Agreement of the FileCare program.
When new Microsoft Windows Server platforms or SQL databases are released, FileHold provides billable professional services consulting to help you move to the new platforms. Billable Professional assistance is also available for customers wanting to upgrade the server FileHold is hosted on or change to a virtualized environment.
FileCare Provides Software Technical Support
Customers who purchase FileHold Express or FileHold Enterprise software receive technical support related to the FileHold software operation. FileHold support technicians use the telephone, e-mail and web meeting software to help solve issues efficiently and easily.
The support process starts by a customer sending an email to: email@example.com with a brief description of the issue or a question. The email request will be assigned to the next available technician or trainer who will respond via e-mail or telephone or even set up a remote support session via the Go To Meeting tool. FileHold provides a "health checker" tool to rapidly diagnose all components of the system and help to troubleshoot any issues. 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 (2 hour guarantee) 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.
Software Support beyond FileCare
Staff changes, your evolving IT environment, complex document scanning challenges and even unexpected 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 FileHold to a new server. 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 Support Services
Although not a part of the FileCare program, a number of other 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 firstname.lastname@example.org.