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Proactive IT support and helpdesk for OpenText, BP Logix and ABBYY products

At ePC, we adopt the philosophy of being a real partner to your team when it comes to support and do not hide behind impersonal support forms or procedures.

Our proactive IT support is available to clients with a support and maintenance contract for products including TeleForm and Process Director.

Renewable annually, our support and maintenance contracts provides proactive IT support and problem diagnostics, via telephone, eMail, and online chat. Our standard support times are 09:00-17:30 GMT/BST during normal working days in the UK.

A technical support certificate will be issued listing the products covered by the support contract. As part of the SLA, all telephone calls, eMails, and call-back requests will be responded to within four working hours. In reality, requests for support are usually responded to within minutes of initial notification.

Depending on the level of support provided (see below), you will also have access to maintenance releases, version upgrades, and remote access. Remote access can be used for quicker fault diagnosis and resolution plus proactive maintenance when required.

Standard

Standard support includes:

  •  Unlimited telephone/eMail support
  •  Priority on-site engineer visits (additional charges apply)
  •  Priority booking for training (additional charges apply)
  •  Maintenance releases for selected software
  •  Remote access problem diagnosis and resolution (remote access required)
  •  Proactive remote system maintenance (remote access required)
  •  Mirror system stored at our Head Office for testing and backup

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Platinum

Platinum support includes:

  •  Unlimited telephone/eMail support
  •  Priority on-site engineer visits (additional charges apply)
  •  Priority booking for training (additional charges apply)
  •  Maintenance releases for selected software
  •  Remote access problem diagnosis and resolution (remote access required)
  •  Proactive remote system maintenance (remote access required)
  •  Mirror system stored at our Head Office for testing and backup

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Scanner maintenance

A technical support package is also available to help set up and maintain your document scanner. This includes telephone and eMail assistance and diagnostics.

Additionally, we can offer maintenance cover for your scanner. This option provides peace of mind that, in the event of a hardware malfunction, we will supply loan equipment of an equivalent or higher specification until repairs on your scanner are complete.

Testimonials

stars

We’re not being asked to deliver a 14-page change notice and have it signed-off by three people before we make an amendment to the system in six weeks. It is instant. It is one of the best features. I know that if an adaptation needs to be made or a change is required, the problem will be resolved within a few hours.

Robert Woods, Finance Manager, Initial

stars

Whenever we ask a question, we always get a response pretty much immediately. Even if ePC cannot fix the problem or answer the question straightaway, they’ll come back within a matter of hours with advice or solutions. It’s not just about the technical support though, ePC also provide invaluable feedback on improving form templates or advice on implementing scripts on forms.

Jo Smith, Database Interface Manager, Keele CTU

stars

The support we have received from ePC is fantastic. They are always available, always willing to listen and whenever we have a question, they provide clear and concise answers. Shortly after going live, we noticed an issue with the FIT. On the form, the site must confirm whether the patient has a functional disease in the diagnosis section. If a user selects yes, the form will show multiple options including incidental diverticulosis but the same option was displayed if someone ticked no, so we were recording the same measure in two places. We notified ePC and they responded practically straightaway and provided us with a quick fix to the problem.

Monica Haritakis, Clinical Trial Manager, York Teaching Hospital NHS Foundation Trust

Request technical support

If you have a support contract and encounter a technical problem, you can telephone our helpdesk on +44 (0)3300 100 000 (Mon – Fri between 09.00 – 17.30 GMT/BST) or complete our form.

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