Welcome to our International Support Center
100% service, here to help you whenever you need us
Our Preferential Service is provided by technical experts with proven experience in management, monitoring and running of complex installations in multiple business sectors.
Each client is assigned a team of dedicated technicians who continuously monitor your account. This allows us to gain deep knowledge of each clients’ needs, resulting in a swift response to any contingency, no matter how complex or specific.
Preferential service is designed for those users with integrated solutions managing from average to high document volumes, or for those who have an outsourcing or extended service, such as EDICOM Global Outsourcing. However, the Preferential Service can be adopted by any client who needs it, regardless of the solution rolled out.
24x7 Help Centre
Our 24x7 Help Centre adds new features to our Support Centre, such as a technical team that monitors and analyzes the performance of our solutions 24 hours a day.
Our team of experts permanently assumes surveillance and monitoring tasks of all resources available to our clients through the EDICOM B2B Cloud Platform. This way, any incident that might occur in our systems, communications or electronic document signature processes, etc., is instantly detected and can be solved immediately, without interfering in each client’s day-to-day work.
Our 24x7 Service also works with those clients needing a client service up and running 24 hours a day. The service includes a qualified technical team responsible for following up on critical and specific processes of your solution, with ongoing communication channels to report relevant incidents at any time of day.
We guarantee end-to-end support throughout the entire project, from its definition to the Go Live and to the post-live support with a dedicated support technician
Committed to a higher quality service agreement
Through our SLA, we reach a quality agreement for services rendered based on three key aspects:
- 99.9% solution availability
- A maximum incident resolution time
- Updated software versions