Minera

Annual
Maintenance & Support

Benefits Breakdown Terms

All DocuClass customers on The DocuClass first year maintenance

maintenance & support receive is mandatory with the purchase of
the following benefits: any DocuClass system.

Online Web Ticket System

Maintenance coverage will take effect
Remote technical support on the date of licensing.

Dedicated account manager

The first year billing period will
Quarterly follow ups include twelve (12) months of main-
tenance.
Software upgrades

New builds and releases In order to continue to receive unin-

terrupted DocuClass maintenance
Upgrade support and support, it will be necessary to
renew your coverage annually.
Priority bug fixing

Unlimited access to DocuClass

USA Headquarters documentation, utilities and tools
1000 Main Street Ste 200
Pittsburgh, PA 15215
+1.412.799.0120
info@cima-software.com

Latin America
Calle Loma Umbrosa 260
Urb. Prolongacin Benavides
Santiago de Surco, Lima Per
Telfono +51.1.6378810

Europe
Contact your DocuClass reseller to ensure you are receiving coverage.
Xynda 7
Athens 111 41, Greece
+30.217.731.0085

www.cima-software.com

2017 Cima Software Corp. All rights reserved.

 Regular Support Process
1. Support Request via
a) Phone Call: Received, logged in the call log, and forwarded to appropriate support
personnel
b) Email: Email is received (if not at support@cima-software.com, it is forwarded to this email,
which is monitored by all operations personnel, support email will be claimed or assigned to
specific support person
c) Web Ticket: Customer submits a request through web ticket system, system sends
notification of ticket received to support@cima-software.com

2. Generate Incoming Call Log (Google Document Drive)

a) Open on all operations PCs as well as displayed in operations area on large monitor
b) Capture preliminary information to describe the support call (source, contact, issue, action
taken, next steps, ticket number, technician involved, time and date of each step and resolution
or escalation of the issue

3. Generate Support Ticket in ticketing system

4. The Call Log entry is closed and the ReadyDesk Ticket will manage all progression towards a
resolution. All further information regarding the call is documented on the ReadyDesk Ticket
itself.
5. If the issue requires escalation it will remain in the ticketing system until fully resolved.
6. The ticket will maintain an active status until the issue is resolved and the customer is satisfied
and notified.

Support Escalation Process