DocuLynx Client Support

The Annual Maintenance Program (AMP) from DocuLynx, Inc. is an annual, renewable program that gives you access to technical and customer support along with the latest software upgrades for your licensed DocuLynx software products and extensions. Get AMP'd.

Get helpful and knowledgeable assistance for any problems that may arise. Immediately take advantage of the latest version of your DocuLynx Software and benefit from new features and functionality. Capitalize on your software investment. Our partners and internal support staff are here to enhance the relationship between DocuLynx software and you total information management solution, and to ensure the ongoing success of your investment.

Technical Support

AMP gives you access to our technical support group for any question in your organization for any question on all DocuLynx products you own. DocuLynx technical support is available via e-mail or by calling the DocuLynx support line, Monday - Friday 8 am to 6 pm Pacific Time zone. Outside of the United States, please contact your regional support team. Off-hour technical support and On-site technical support is not covered within AMP, however, it is available on a time and materials basis.

Software Upgrades

Software upgrades include new releases and maintenance releases of your software licenses. Licensee's technical manager will automatically be notified, via e-mail, when a release is available and the Licensee will receive the upgrade after you request it from DocuLynx, Inc.

AMP Registration

AMP is registered by product license and is renewed annually to maintain your access to the support and upgrade benefits. All DocuLynx customers are required to maintain a current AMP. AMP is designed to support all standard DocuLynx software releases and customized solutions that are designed, developed, and delivered by DocuLynx Professional Services.

Doculynx will be responsible for providing First Level, Second Level and Third Level of support for all DocuLynx Mercury Software. DocuLynx will be responsible for First Level of support for all Captaris Alchemy Software, Exstream Dialogue Software, and CDP Adept Suite Software. In the event that DocuLynx, Inc. is unable to fulfill the responsibilities of First Level support for Alchemy Software, Dialogue Software or Adept Suite Software the respective manufacturer will assume First Level support tasks. Support Levels and Severity Definitions are as defined below.

"First Level Support"

First Level Support means receiving initial support calls and problem reports, gathering appropriate information from users to verify that they are entitled to Support Services, confirming that the reported problem relates to the Supported Software, collecting information about the reported problem, and resolve customer issues or elevate to next level of support.

"Second Level Support"

Second Level Support means analyzing, diagnosing and replicating an issue, performing error log capture and analysis, interfacing with docuLynx and customer to request additional information to diagnose the issue, and taking all reasonable and available steps to troubleshoot and resolve an issue.

"Third Level Support"

Third Level Support means handling issues that cannot be resolved through First Level Support and Second Level Support, including, without limitation, and providing fixes to issues.