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WAVE Supports Documentum, Mfiles, Captiva, Kofax Capture, Kofax Transformation, ReadSoft Online

Support Offerings

WAVE offers maintenance and support programs to ensure you get the most out of your Enterprise Content Management and Intelligent Capture investment.  Learn More

WAVE Supports Documentum, Mfiles, Captiva, Kofax Capture, Kofax Transformation, ReadSoft Online

Submit A Case

If you do not have access to the Self Service Portal, but do have a current support agreement with WAVE, use the button below.

WAVE Supports Documentum, Mfiles, Captiva, Kofax Capture, Kofax Transformation, ReadSoft Online

Our self service portal makes it easy to find the answers you are looking for and log a case.  If you do not have an account, request access.

 

Wave Support Offerings 

Welcome to WAVE’s Content Management and Infrastructure Software support organization.


Maintenance and Support Services are essential elements to meet increasingly complex and dynamic business and information system availability requirements. We are committed to providing the service and support you need to maximize the value of your Content Management and Infrastructure Software Deployment.


WAVE’s Content Management and Infrastructure Software support programs and services are designed to make the journey through installation, development, deployment and management of your Content Management and Infrastructure Software systems efficient and productive. Our goal is to help you keep your Content Management and Software systems up and running as smoothly as possible.
This guide provides information about our technical support programs and services, policies and procedures. It will help you determine where you can find technical information and how to resolve questions or problems you encounter.


Technical support is a key component of your WAVE Technology Solutions Group offerings. Our advanced technical support programs offer the expertise, assistance, and infrastructure to ensure you meet your unique business-critical requirements.

BASIC REMOTE SUPPORT FOR CONTENT MANAGEMENT & INFRASTRUCTURE SOFTWARE

 

Gain reliable support for smooth installation and operation of your Content Management Solution. You will have access to a support representative during business hours and to our online support portal and case management.


Key Features:

  • Telephone support 8x5 during business hours (Pacific Time).

  • Two authorized technical client contacts per agreement.

  • 24x7 access to our online support portal.

  • Access to software updates.

ENHANCED REMOTE SUPPORT

Gain enhanced response goals, additional support contacts and escalated support for your Content Management Solution. You will also have access to Basic Support features, including the WAVE support portal.


Key Features:

 

  • Telephone support 24x7 for Severity 1 cases.

  • Next Business-Day Response for Software.

  • Four authorized technical client contacts per agreement.

  • Aggressive service level objectives.

  • Proactive review of migration & upgrade plans.

  • Access to software updates.

 

PREMIUM REMOTE SUPPORT

Gain enhanced response goals, additional support contacts and escalated support for your Content Management Solution. You will also have access to Basic Support features, including the WAVE support portal.


Key Features:

 

  • Telephone support 24x7 for Severity 1 cases.

  • Four-Hour Response for Software.

  • Four authorized technical client contacts per agreement.

  • Aggressive service level objectives.

  • Proactive review of migration & upgrade plans.

  • Access to software updates.

 

ONSITE SUPPORT FOR CONTENT MANAGEMENT & INFRASTRUCTURE

 

Customize your Priority Support program to meet your individual requirements by adding one or more of the following options:

  • Onsite Support Engineer (OSE) – In addition to your remote support if the problem requires Onsite support a senior-level support engineer with in-depth understanding of your environment will be dispatched to your location. You will also receive priority case handling and escalation.

 

  • Onsite Dedicated Support Engineer (ODSE) – Offers a dedicated, onsite support engineer for the product line you specify for up to one year. You also receive indepth understanding of your environment and priority access to WAVE product engineering staff as needed.

CONSULTING PROGRAMS

Shrinking IT budgets and necessity for experienced technical and administrative talent make it impossible to employ all the resources needed. WAVE’ staff will supplement our clients existing personnel with professional product specific consultants who are familiar with your particular deployment. WAVE Consulting Programs allows our clients the flexibility to add or remove people from their workforce as needed, without the extra costs and time associated with recruiting and hiring new employees.


Consulting Programs are generally purchased as blocks of hours.


Some of our typical projects include:

  • Upgrade to current version

  • Optimization and performance enhancement

  • Special Projects to add new features & functionality

 

REMOTE APPLICATION MONITORING & ADMINISTRATIVE SERVICES

For our Clients wishing to outsource the routine diagnostics, troubleshooting and user modifications, WAVE offers a Remote Application Monitoring and Administration Services. Typical task performed are listed below. Rates for these activities are dependent upon the
level of support needed, complexity of the deployment, and hours of service.


1. Daily monitoring of systems, applications and services.
2. Daily monitoring and review of key system logs such as the content server log, jboss app server log, database log.
3. Take any remediation or troubleshooting steps if necessary.
4. Monitor daily incremental backups.
5. Monitor weekly backups.
6. Provide end user support as well as System Administration support per ticketing process.
7. Perform Documentum Admin tasks such as but not limited to:


a. Monitor system health jobs like Dm_Clean, DM_Filescan etc.
b. Run system usage queries and reports to ensure proper usage and
functioning of the system.
c. Perform User administration.
d. Perform Security administration
e. Change configurations as needed by business and approved by Project
Manager.
f. Provide insight into system features, best use cases and advise on upcoming
needs.
g. Provide advanced search assistance to end users and power users.
h. Provide ongoing end user training.
i. Create new file stores as necessary.
j. Monitor indexes and agents for optimal performance and results.

 

END-USER HELP DESK SUPPORT

WAVE Technology Solutions Group offers an End-User Help Desk support function to answer basic operational and usage questions. This function differs from WAVE’s Basic, Enhanced or Premium Remote support programs in that those programs are designed to support Production down and maintenance issues.


The Help Desk will make every effort to resolve issues at the time of the service call. This will be the initial method for resolving issues before assigning a priority level. Help Desk staff will log and assign priorities for all requests not resolved at the time of the call, based
on specific definitions. Requests will be handled according to the priority assigned to them.

 

© All Rights Reserved: 2019 Wave Technology Solutions Group - 23161 Lake Center Drive Suite #235 Lake Forest, CA 92630 - Phone: 949-453-9283 Toll free: 888-696-WAVE 

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