1. How to Contact SmartDocs Support?

Email: [email protected]

Web: smartdocscare.freshdesk.com

Phone: 1-800-731-8816

We recommend that all support requests be submitted via either email or web, to enhance the process of reporting, tracking and resolving issues.

2. How are the issues classified ?

The Support Team will classify your support need and the problem severity according to the following criteria.

Case Priority

Incident Severity

Target Response Time

URGENT

A production system or major application in production is completely unavailable or seriously impacted with no reasonable workaround.

1 Hour

HIGH

A system or major application is impacted in a way that could cause significant business impact if not corrected promptly, and there is no reasonable workaround.

4 Business Hours

MEDIUM

A system or application is moderately impacted but is operating within acceptable service levels, or a reasonable workaround exists to keep the system operating within acceptable service levels.

1 Business Day

LOW

Non-critical issues, assistance is required with a test or development environment,  general questions, enhancement requests.

3 Business Days