Omnichannel support—chat, email, phone, and portal available 24/7—with 96% of inquiries resolved on the first remote contact. Operational reliability, immediate assistance, security, and ongoing support—so your investment in DOQSOFT continues to deliver results every day.
In B2B document management software, the initial deployment is just the beginning. Workflows evolve. Team members change. Regulations are updated. The customer’s operating system is upgraded. And each of those changes can break something—if there’s no one monitoring it.
That’s why DOQSOFT invests so much in both support and development. Because success isn’t measured by the go-live date—it’s measured by whether your team continues to derive value every day, every month, and every year.
That's why we say that support isn't just an added service —it's our best product.
Four functions of the DOQSOFT support team—operating in parallel, every day—to ensure the platform continues to deliver results after the initial deployment.
For cloud services (MPS, Docuo Stratus): infrastructure with platform monitoring and public availability status. For on-premises products: documented health checks and guides that your IT team can integrate with their observability tools—to detect issues early and know how to respond.
96% first-contact resolution rate. Secure access to your facility when needed, automatic internal escalation for critical incidents, and clear communication throughout the process.
Advanced protection and recovery plans. The support team ensures that your backups are working, your configurations are up to date, and there are proven recovery processes in place if something goes wrong.
Ongoing training, guidance on new features, and periodic reviews of platform usage. The idea is simple: we want you to continue deriving value—not just during the first month after deployment.
No matter how you contact us—via chat, email, phone, or our website—the support team sees the same context for your account. You don't have to repeat the problem on every channel, and you won't lose track of the conversation.
For quick inquiries during business hours. Direct response from an agent—no bots to handle technical questions.
For inquiries involving technical details, screenshots, or attachments. Each email generates a trackable ticket on the portal with a complete timeline.
For critical incidents where speed is of the essence. Direct call to the support team—no automated menus in between.
Tickets, knowledge base, tutorials, and detailed documentation. Self-service support, incident reporting, and status tracking—always available.
DOQSOFT provides support through distributed teams—each customer is served by the appropriate regional team and supported by our network of certified partners.
No escalation. No on-site visit. No follow-up. That figure sums up what no brochure can promise: that when something doesn't work, the DOQSOFT team is right there on the other end of the chat—and usually, the problem is resolved before the conversation even ends.
Talk to a support specialistIf your question is specific to your installation or contract, the support team can assist you directly—schedule a call or log in to the portal.
Omnichannel support: live chat, email (support@doqsoft.com), phone, and a 24/7 portal with a ticketing system, knowledge base, and detailed documentation. Each channel is connected to the same support team, which has full visibility into your account—no matter how you contact us, we see the full context.
The support team handles tickets Monday through Friday from 8:00 AM to 6:00 PM Central Standard Time (CST). The support portal (featuring tickets, a knowledge base, tutorials, and documentation) is available 24/7 so you can resolve issues on your own, report incidents, or consult guides at any time. For customers with extended or critical coverage, we offer plans with extended hours—ask your account executive.
96% of the inquiries we receive through any channel are fully resolved during the first remote interaction —without the need for escalation, an on-site visit, or follow-up. This is due to three factors: (1) a support team with in-depth knowledge of every product in the DOQSOFT stack, (2) secure remote access to the customer’s installation when required, and (3) proactive monitoring that often detects and resolves issues before the customer reports them.
Native support in Spanish, English, and Portuguese through our distributed teams. The portal's documentation, knowledge base, and tutorials are available in multiple languages.
For cloud services (MPS, Docuo Stratus), DOQSOFT maintains the infrastructure through platform monitoring and public availability status updates —customers can check the status of services at any time. For on-premises products (Gespage, Chronoscan), your IT team actively monitors the installation using its own tools—what DOQSOFT provides are documented health checks, operational best practices, and integration guides for your observability platform. When your team detects an issue, the DOQSOFT team is there to resolve it collaboratively.
Incidents are categorized by severity upon submission and are automatically routed. Critical incidents (those affecting production operations) are immediately escalated to senior staff and, if required by the contract, to on-call personnel outside of business hours. A record of each incident is maintained on the portal, including a timeline of each action, communication with the client, and a root cause analysis upon resolution. Specific SLAs for response and resolution depend on the contracted plan.
After implementation, the support team works closely with the client to provide: periodic reviews of platform usage to identify areas for optimization, training for new users or departments within the company, guidance on newly released capabilities or features, and scheduled check-ins with the account executive. The idea is simple: we want your investment in DOQSOFT to continue delivering results year after year—not just during the first month.
