In order to assist users in a more timely manner, the DocAuto Support Team has created a new site for users to:
- Submit, edit, view, and close new and old cases
- Upload job files and logs if necessary
- View knowledge base articles and solutions for some of the most common problems
This site can be accessed by either clicking on the Support Portal link in the above menu, as shown in this screenshot:
Login to the Support Portal by entering your user name and password into the designated boxes. Please note that your DocAuto.com account and your Support Portal account are separate. Your Support Portal user name will be your email address.
After logging into the Portal, the Home tab will display any open cases that have been created for your account.
To access an open case, click on the case's subject and a case dialog will appear with options to view suggested solutions, add comments, and add attachments.
DocAuto’s custom created Knowledge Base can be used to search for the most common solutions for DocAuto products. To search this Knowledge Base, click on the Find Solutions link in the Support Portal then either search for a solution by navigating through the product list or enter a search term as displayed in the example below.
Log a Case
To submit a support case through the Support Portal click on Log a Case.
After this is clicked please enter as much information as possible into the case fields, such as:
- Complete contact information (first and last name, company, and phone number)
- Product name and product version
- DMS Server version and DMS Client version
- Exact text of error messages, if any
- Hardware configurations for WorkSite or SQL servers
- SQL utilization and maintenance plan information
When this has been completed the Support team will be notified immediately. DocAuto's target maximum response time for acknowledging support requests is by the end of the day if the request is received before noon on a business day, however, the DocAuto Support Team makes every effort to get back to you as quickly as possible. Queries submitted after noon or on a non-business day are usually answered before the end of the next business day.
After a case has been submitted, attachments such as job files, program logs, screenshots of errors, or DMS logs can be added to a case by clicking on the Add Attachments link. Please zip up large files when submitting attachments.
Unlike the Home tab which only shows open cases, the View Cases tab can be used to view closed cases as well. To access a case click on the case subject and a case dialog will appear with options to view suggested solutions, add comments, and add attachments.