Posted Thu, 09 Jul 2020 15:34:00 GMT by Steve Shriver Application Specialist
In the past there was an option on the web site for letting tech support know that I would be doing an upgrade on a certain date so that we could get help quickly if we ran into an issue. We needed two weeks advance notice as I remember.

Is that still an option? I don't seem to be able to find it anywhere in the support portal.

Posted Fri, 10 Jul 2020 06:58:26 GMT by Matthias Wieland Senior Director Support EMEA
Dear Steve!

This service has been discontinued two years ago already but we are still there for you! Here is the statement we shared:

"In recent months we have been pleased to note that our help was not required for most of the announced on-site announcements. However, the effort in planning and coordinating such requests is very high. In addition, the subject or product area of the request is difficult to estimate in advance and therefore difficult to assign to a suitable support specialist. The possibility of advance announcements of on-site appointments was therefore discontinued.

Of course we are still there for you! If you have any questions about system configurations or upgrade procedures prior to an on-site appointment, please submit them as a normal support request as early as possible before the appointment. If you need help directly on site at a customer, please enter a correspondingly prioritized support request and note this in the reasons for priority. Due to our fast response times, we can usually guarantee you short-term support by a support employee specialized in the corresponding topic."

Mit freundlichen Grüßen / With best regards, 

Matthias Wieland
Senior Director Support EMEA
DocuWare Europe GmbH

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