Support Policy

Last updated 11 July 2026

What can I expect from DocEvent cloud support?

Our scope of support

Our standard cloud support is a production level of support focused on making sure your data is transferred successfully and with little delay. To that end we offer:
  • Analysis of any errors that occur with file transfers;
  • Actions you can perform to stabilize errors if your or your customers’ applications are found to be the root cause;
  • Updates on our clusters to stabilize errors;
  • Updates to our APIs to stabilize errors;
  • Pointers to documentation or forums if your question is outside the scope of the platform.

Our support response time and hours

Our DocEvent cloud standard support does not have a guaranteed initial or ongoing response time, however we do strive to engage on every issue within 24 hours, and often this is less than 4 hours. We respond to cases Monday through Friday.
We understand the processes we supply are business critical and we provide phone numbers on our website if there are severity 1 issues to our applications. These numbers are available for standard support customers, and we work on severity 1 (services unavailable) business critical issues immediately.

Support across plans

Standard support as described above is included with all plans (Basic, Standard and Premium). In addition, the Standard and Premium paid plans carry an uptime commitment and service credits under our Service Level Agreement (the Basic plan and No-Charge Products are provided without an uptime commitment). Enhanced support offerings — such as a Technical Account Manager (TAM) or priority response — are available as Additional Services as described in the Terms of Service and the applicable Order.

Cases

The most common and frequent of activities, here are the best practices related to opening support tickets with DocEvent.

What is a case?

A case can go by many names: ticket, service request, incident, problem, issue etc. As far as we’re concerned, they all mean the same thing. We generally use the term “case” because that’s what our support system provider calls them.
A case (or whatever term you prefer to use) can represent many different kinds of situations you’ll encounter as a customer:
  • You need help setting up your DocEvent account or backend services.
  • You would like a new feature considered.
  • You have a question about how to do something with DocEvent.
All of these situations (and likely some we’ve missed) are valid case topics.

When should I open a case?

Generally speaking, you should open a case for anything important to you. It’s just that simple. Cases are the way we communicate with each other a majority of the time, and we want to be well connected with you as a customer to ensure your success as well as our own. If in doubt, open a case to open the discussion.

How do I open a case?

Just send us an email at support@docevent.io preferably from the email addresses registered on your account. You receive a confirmation email from our system letting you know your case was created, and all future conversation can occur just by replying to that email.
You can also raise a case through our support website (https://support.docevent.io), and you can speak to our support staff online via our online portal by clicking the 3 dotted buttons on the bottom right of the screen.

What should I say in my case?

Clearly explain the problem in detail, and how to replicate the problem. Tell us as much about the problem you’re facing as possible. Think about what we might ask you as a response and try to answer that question in your initial contact. This means we’ll be going back and forth gathering information less often, and we can get to work resolving this issue faster.