PERICENT - A DOCUMENT AND PROCESS AUTOMATION COMPANY
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Pericent Technologies offers an annual technical support and products upgrade contract known as “We Care”. This agreement entitles the customer to an array of support and upgrade services to ensure maximum value from their document management software. This section describes the Service Level Agreement (SLA)
Customer are supported using remote support services such as the telephone, e-mail and, with customer approval, by logging on to the customers system using remote control software. Support is available from 10:30 AM to 6:30 PM IST Monday to Friday and on weekends and evenings by prior arrangement.
The support process starts when a software user contacts their internal help desk or IT support department. If the customers internal support cannot help and determines the problem is related to the document management software they will register the issue by emailing to support@pericent.com This service is available for customer’s technical support staff 24 hours per day, 7 days per week. The support email is monitored by Pericent – docEdge DMS technical staff up to 16 hours per day, Monday to Friday. Technical support is generally provided during regular business hours, between 10:30 AM IST and ending at 6:30 PM IST.
Following are the levels of issue severity:
All support issues registered on the document management support email receives will be responded to, by a technical support team member, by no later than noon of the next business day. In the response it will be determined if the problem is related to the document management software or a 3rd party application and a Severity level will be established.
If the source of the problem is outside the control of Pericent, the customer will be advised accordingly and best efforts will be made to notify the party / parties responsible and cooperate with them to resolve such problem.
If the problem is within the control of Pericent the following responses are made:
If a customer feels the support response times are not being met or the problem is not being addressed they may initiate direct contact with the VP of customer services support@pericent.com.
The We Care document management support program is a powerful tool but to make it work best the customer must follow normal IT practices in protecting their data. The following are a few “best practice” suggestions:
Software Upgrades: Customers on We Care have access to any hot-fixes, service packs, dot releases or major releases of software that become available while under contract. If there are no changes to the existing server or operating system the technical support for upgrades is provided at no additional charge.
Reporting: We Care maintains a status report of open and past support issues including; issue number, problem category, severity, user name, territory code, date received, status, problem description and next action description. A customer may ask for a review of their support incidences including our response at any time.
Addition of licenses: Customers on We Care can add new users to the system at any time, (a minimum of 5 users) at no administration charge other than the cost of the license. The cost of the We Care contract is pro-rated on new licensing to the master agreement anniversary date.
Terms: The We Care Agreement runs for 12 months from the day the product server software is installed (the license issued). The contract start and end date will be clearly stated on the invoice.
Termination of support services: The We Care contract may only be terminated by Pericent Technologies in advance of the contract expiry in which case Pericent will refund a prorated portion of the annual service contract. The customer may terminate by not renewing the annual contract.
Eligibility: In order to remain on We Care customers with standard version of products must remain no more than 1 release behind the most current release of products.
Server and Operating Systems Upgrades: PRIME Care does not cover the re-installation of our products as a result of customer server or operating system upgrades or catastrophic failure. There will be professional service fees for assistance in this re-installation. If these upgrades are done at the same time as a our products upgrade the charges may be reduced.
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PERICENT - A DOCUMENT AND PROCESS AUTOMATION COMPANY
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FEATURES | Enterprise Edition |
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Access Controls | |
Encryption | |
Version Control | |
OCR for Image Text Search | |
Bulk Upload and Download as Zip | |
Full Text Search | |
Stamping | |
eForms Management & Publish | |
Direct Email Capture & Email Filter | |
Document Sharing via Email(ticket/download) | |
Document Rating | |
Document Tags | |
Document Archiving | |
Backup Management | |
Document Indexing | |
Metadata & Template Management | |
Document Sharing via Email | |
Collaboration | |
Compliance Management | |
Detailed Audit Trail & Reporting | |
Multi Tenancy | |
Workflow Design & Execution | |
Multi-lingual Support | |
LDAP / Active Directory Access | |
Web Services API | |
Document Scanning & Capturing | |
Meta Template & Tagging | |
Document History | |
Google Docs/MS Office Integration | |
Watched Folder Document Indexi | |
Sharing Document with other Tenant & Publically | |
Document Annotations | |
Digital Signature | |
Event Subscription & Notifications | |
Event Calendar/Scheduling Task | |
Mobile App (Android/iOS/Windows) |
Key Features | Standard Edition |
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Configure different levels of permission to multiple users or roles. | |
Encrypted Transmission and Storage of Documents | |
Transparently manage and control multiple versions of any document | |
Optical Character Recognition for text search on any Image Document | |
Bulk Upload of Multiple Documents and Download Multiple Document as Zip | |
Document Searching by Full text, Meta Data, Tag and Many More. | |
Design, Edit, Control and Apply Multiple Stamps | |
Capture Data and Generate Predefined Documents in PDF using eForms | |
Direct Email Capture by Individual User & Email Filter | |
Document and Folder Sharing to External Parties via | |
Document Rating by Multiple Users | |
Apply Multiple Free or Predefined Tags on Documents | |
Configure Document Archiving Bundle of Old Documents | |
Backup Management | |
The document gets Automatically Indexed in the Repository | |
Configure Different Metadata Template to Assign Category to a Document and Custom Indexes | |
Various Options to Share Documents via Email (Attachment, Encrypted Document, Download Ticket) | |
Built-in Calendar, Task Definition and Assigning to Multiple Users | |
Various Compliances ISO 9001:2018, ISO27001, SEC etc | |
Detailed Audit Trail of User Activities | |
Setup of multiple isolated repositories with specific users | |
Very Simple to Design of Various Document Intensive Proceses like Various kinds of Approvals | |
It supports the search of documents in different languages | |
LDAP / Active Directory Access | |
External Integration API | |
Document Scanning & Capturing | |
Meta Template & Tagging | |
Document History | |
Google Docs/MS Office Integration | |
Watched Folder Document Indexi | |
Sharing Document with other Tenant & Publically | |
Applying Multiple Annotations on Document Preview and downloading PDF document with annotation | |
Configure Organization Level Digital Signature and Digitally Sign any document by users of the system | |
Monitor Documents with Event Subscription & Notifications. | |
Event Calendar/Scheduling Task | |
Mobile App (Android/iOS/Windows) |
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