What are your standard Support SLAs?

We operate on strict, time-bound Service Level Agreements (SLAs). Critical production issues are prioritized for immediate triage, while standard technical requests are addressed within 1 business day.

How do I escalate a critical technical issue?

If an issue severely impacts your business operations, you can trigger an escalation directly through your ticket or by contacting your dedicated account manager for priority routing to senior engineers.

Enterprise IT Support • SLA-Driven • 24/7 Logging

Contact DocPro Technical Support

Get immediate, SLA-driven assistance for your enterprise deployment. Submit technical issues, request workflow troubleshooting, and follow a transparent escalation path to minimize downtime.

Centralized IT TicketingLog issues securely with end-to-end visibility, status tracking, and clear engineering ownership.

SLA-Driven EscalationBenefit from strict, time-bound escalation matrices that route critical production blocks to senior architects.

Fully Audit-ReadyMaintain complete, compliance-ready traceability for every system change, workaround, and permission update.

Submit a Technical Ticket Email the Helpdesk Back to Contact

How our Enterprise Support works

Our IT helpdesk operates on a transparent, 3-step incident management framework to ensure you get immediate visibility and rapid SLA-compliant resolutions.

Step 1

Log Your Incident

Submit a detailed technical ticket outlining the affected module, deployment environment, and exact steps to reproduce the error.

Submit a ticket →

Step 2

Rapid Triage & Routing

Our system immediately classifies the severity of your request and routes it to the appropriate Tier-2 or Tier-3 engineering specialist.

Step 3

Resolution & QA Sign-Off

We deploy secure workarounds or system patches. The ticket is only closed after your team validates the successful restoration of services.

How to Structure Your IT Support Ticket

Providing detailed diagnostic information helps our Tier-2 engineers bypass basic troubleshooting and resolve your issue faster.

Affected Module: Specify if the issue is in core DMS, AP Automation, Workflow, or RMS.
Deployment Environment: Note if you are on-premise or cloud, along with your software version/build number.
Incident Classification: Categorize as a software bug, performance degradation, access block, or feature request.
Operational Impact: Detail the number of users affected and the severity of the business disruption.
Reproduction Steps: Provide exact actions, error codes, screenshots, or system logs to replicate the issue.

Typical request categories

Authentication & Access

SSO login failures, AD sync, and role-based permission changes.

Workflow Automation

Modifications to routing logic, approval hierarchies, and rules.

System Performance

Troubleshooting search delays, OCR bottlenecks, and indexing.

Data & Audit Logs

Secure bulk data exports, audit trail reports, and compliance.