1) Raise a ticket
Share module, environment, steps to reproduce, and urgency.
SLA • Tickets • Escalations
Support
Get help with your DocPro deployment—raise issues, request assistance, and follow a clear escalation path.
Ticket-drivenClear ownership and tracking
Escalation modelTime-bound escalation rules
Audit-readyTraceability for actions and changes
How support works
A simple process that helps you get faster resolutions and better visibility.
2) Triage & assign
We classify severity and assign to the correct specialist.
3) Resolve & confirm
Workarounds or fixes are shared; closure happens after confirmation.
What to include in a support request
The more context you share, the faster we can help.
- Module: DMS / Workflow / AP / RMS
- Environment: on‑prem/cloud + version/build (if known)
- Issue type: bug / performance / access / feature request
- Impact: number of users affected + business impact
- Repro steps: steps + screenshots/logs (if available)
Typical request categories
Access issues
Roles, permissions, login/SSO.
Workflow changes
Rules, routing, escalation.
Performance
Search, upload, reports.
Data requests
Exports, audit logs, reports.
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