Gold

Support Options Support Overview Platinum Support Gold Support Standard Support Online Support Implementation Services Consulting Services
	The Gold Support package provides a dedicated customer service representative and guarantees faster response time, priority queuing of calls, and unlimited cases.
	Designated Customer Service Representative Each Gold Support Service customer will have a designated customer service representative assigned to their account and cases, and all calls and cases will consistently be routed to that individual. Any docuMAP^TM subscriber may contact the designated customer service representative.
	Health Check Your dedicated support representative will conduct a thorough and comprehensive docuMAP^TM health check every 6 months. A Health Check starts with a detailed discussion and review with your docuMAP^TM application Administrator. From there, the CSR will conduct additional interviews with key users. A Health Check report will be produced identifying areas where you may derive additional benefits from using the docuMAP^TM application.
	Priority Phone Queue Each Gold Support customer will have access to a priority phone queue, which will be password protected and restricted to Gold Support Service customers.	Access docuMAP^TM customer service is available via phone at 330-854-5300, or via the Web through the "Support" link in the docuMAP^TM application.
	Availability docuMAP^TM customer service is available from 6:00 AM to 6:00 PM, EST, Monday - Friday (excluding holidays).	Response Time docuMAP's^TM policy is to respond to all Gold Support Service customer cases within eight business hours.
	Price Gold Support Service requires a monthly fee of $450.00 plus 5.5% of total monthly subscriber fees	Unlimited Cases Each subscriber may submit an unlimited number of cases

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