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  Support Guidelines  
     
 

While obtaining Support from Ozdocs, the following guidelines will help you in obtaining the most out of your Ozdocs Support Services:

  
 

Obtain Support Number with Name of Contact Person.
Check with Ozdocs if issue needs to be escalated to next technical level.
Use Tracking Services for checking message status online.
Use Notification Services [Provide hyperlink to notification page] to obtain EDN and PRA status via email.
In contingency [Provide hyperlink to contingency services page] , use web based EDN and PRA services.
If possible, make arrangements to provide remote access to your Ozdocs system.
Inform Ozdocs in advance, if support is required outside of business hours.
Before calling for support, knowing the following is extremely helpful:
 

The location of Ozdocs on your Network (in a multi-user environment).
Supplying screen dumps of issue being faced by fax or email.
Sending zipped log files to Ozdocs for quicker diagnosis of the issue.
 

 
     

 
 
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