Support

We provide assistance for a variety of support queries. You can also get priority support when signing-up for our SLA support plan.

Support Channels (08:00 -17:00 Monday to Friday (SAST))

Immediate help is available on this documentation site.

We're continually updating this documentation site with solutions for common queries that we receive. Please use the search bar in the header to find articles based on keywords or related ideas. You can even search for the exact titles of DocFusion objects that you need assistance with.

Issue Prioritization:

Support Response and Resolution Times:

1. Response Time: We strive to acknowledge support inquiries within 16 South African business hours.
2. Resolution Time: The time required to resolve an issue depends on its complexity and priority. Critical issues will be addressed with the highest urgency, while other issues will be handled based on their priority level. We target a resolution time of 7 business days for high-priority issues.

Escalation Process:

1. First-Level Support: Our support team will be the primary point of contact for all client inquiries. They might assist with initial troubleshooting, issue diagnosis, and resolution. If a ticket requires further escalation, it will be assigned to the appropriate second-level support team member.
2. Second-Level Support: Our second-level support team consists of senior technical experts who will address complex or escalated issues and work towards their resolution. If necessary, they may engage with other teams such as development or infrastructure to resolve the problem efficiently.

Service Availability:

1. Uptime: We strive to maintain high service availability. Our goal is to achieve at least 99.5% uptime for our cloud services. 
2. Incident Communication: In the event of service disruptions or outages, subscribed users will promptly be notified via email and through our status page (status.docfusioncloud.com). Updates on the progress of issue resolution will be provided until the service is fully restored.

Users can subscribe to status notification emails by visiting our status page

Client Responsibilities:

1. Issue logging: Clients are responsible for promptly logging any issues they encounter via the designated support channels. Providing detailed information, including steps to reproduce the problem and any relevant logs or error messages, will help expedite the resolution process.
2. System Compatibility: It is the client's responsibility to ensure that their systems meet the minimum requirements for using our cloud services. We will provide documentation outlining these requirements to assist clients in their preparations.

When using either support channel, please frame your query in relation to:

1. Technical Support: Installing, configuring or troubleshooting DocFusion products.
2. Licensing and Billing: Queries related to getting a DocFusion license, or active licenses and related billing questions.
3. Product Trial Questions: Pre-sale queries, product roadmap, and questions related to the functionality, integration or implementation on DocFusion.
4. Bug Reports: Tell us about an issue that you're experiencing while using DocFusion products.
5. Feature Request: Ideas that you believe will enhance the DocFusion experience for you.
6. Improvement Request: Suggestions that you would like to see implemented in DocFusion to make it work better for you. 
7. Other: Any support query that doesn't fall into the categories above.

Support Plans

General Support

All licensees of DocFusion are eligible for general support in any of the support categories listed above. To access general support, please log a support ticket on our support site https://support.docfusioncloud.com.

SLA-Based Support

If you have signed up for priority support, we will support your use of DocFusion according to the terms of the Service Level Agreement. This entitles you to faster response times and premium technical support.   

  status.docfusioncloud.com