Frequently Asked Service Questions

your questions... our answers

Is there a hotline?

Yes, our Customer Help Desk will accept problem calls 24hours/7days under:

Tel.: +49 (0)7531 87 4700
Fax: +49 (0)7531 87 4699
Email: hotline-dt@opentext.com

Your problem report will be taken care of by specialized service engineers who will be available from 8 a.m. to 5 p.m. during standard working days unless otherwise agreed.

Besides, if you have a support contract you will receive the help of our specialists within committed response times without any extra charges.

In which languages is support available?

In German and English.

In which countries is technical support available?

Software support is performed independently of the involved locations by means of remote service tools from our central service lab located in Konstanz/Germany. Upon request on site help is available if expenses are reimbursed.
Hardware repair is also available either as bring-in-service or as on-site-service dependent on the hardware used.

How is customer support organized?

A team of about 30 support engineers most of them IT-specialists offers first und second level support with problem management and problem solution, remote and on-site help, customer trainings and support-web-pages.
We also provide service packs, updates and upgrades for you depending on what kind of service contract you have.
For our hardware products a central spare part stock and bring-in repair facilities.

Is there an escalation procedure in place?

Our support specialists will see to managing your request for help until the problem is solved. Long time experience and continuing staff training will ensure short problem solution times. In case of an escalation they have access to the full range of the IT- and software knowledge of our company by working hand in hand with product and application development.

What about training?

To help you explore the full capabilities of our products training is necessary. Regardless whether you are system administrator or operator beginner or expert you will have a broad range of courses to choose from. Our training center is located in Konstanz/Germany close to the famous Bodensee Lake. On-site training is also available upon request.
To accept new techniques means to know how to handle them. We create a training concept individually tuned to the requirements of our customers. Regardless if you need individual training directly on the system, training for the whole department, or intensive training of your system administrators, experienced staff of Océ Document Technologies will familiarise your operators with the new subject-matter. A train-the-trainer concept is also possible

What is the difference between Service Packs, Updates and Upgrades?

Several bug fixes are bundled together to a service pack.
Several service packs are bundled together to a service release (e.g. Vx.xSR01).
An update is the performance increase between two subsequent levels (e.g. from V3.x to V3.y) of a software product within one (major) release.
An upgrade is the performance increase between subsequent (major) releases (e.g. from V3.y to V4.x) of a software product.

In which languages is support available?

In English and German.

Why should I sign a support contract?

If you want operational safety for budgeted costs, a clear and reliable commitment to response times and services you really need in case of a problem than a support contract will ensure exactly this.
It will lay a safe ground to manage possible incidents without a great deal of administrative or commercial clarification and with minimized downtimes.