PaperCutMF Support Package via ecoprintQ as your ASC
As a Certify Solution Center (ASC) for PaperCut, ecoprintQ provides Tier 1 Level support helping your customers with any PaperCut related support issues. When any Ecopartner (AVR) or Corporate Solution’s Desk (AMR) processes a License via ecoprintQ, the support paid as part of the license order includes support from the ecoprintQ desk for the Ecopartner (dealer) and the end user. This support is provided in four different ways related below.
Remote support: via GoToMeeting to a customer Desktop with access to the PaperCut Network. Customer meeting access: www.joingotomeeting.com
Included with Support
Email or phone for customer with active support package
Access to new versions of PaperCut as soon as they are released by Development Team
Direct remote assistance for PaperCut related issues at any layer of application, i.e. server, client, devices
Information needed for support:
Ecopartner Name and Client/Organization Name
The version of PaperCut you are running, also in the "About" tab (i.e. 13.4 Build 10808)
The operating system(s) used on both the server and workstation
A general description of the problem including the exact text of any error messages that have appeared. Screen-shots can often help explain a problem
Information about related components such as model and make of MFD or Printer or any other Application you may consider issue related (i.e. Excel, MS word, etc)
Please report any previous ticket number on the same issue (listed in the subject of the previous support email)
Information about related components such as model and make of MFD or Printer or any other Application you may consider issue related (i.e. Excel, MS word, etc)
More ways to get help - browse topic on Knowledge Base
Customers waiting an enhanced support program including the services not included in the standard premium support may opt for 15 or 30 hours Hands on Support package provided as an additional item.
Additional information for Support:
*Your Support package includes upgrade assurance:
Upgrades - Access to all upgrades, both major and minor. PaperCut averages 6 to 8 upgrade releases a year.
*PaperCut provides a very extensive Knowledge base and FAQs where most know issues are documented including resolution or recommendations to the problem your system may be encountering.
Not included in the Support Package:
Support for Server Migration or cross over from PaperCutNG to PaperCutMF
Remote Assistance upgrading your current PaperCut Application (NG or MF)
On-site support or consultative services or custom development
Support for 3rd party products or integration not done/developed by PaperCut
Getting ready for your installation requires a few things. Here is what you will need:
ecoprintQ Support / Payments
