Document management is inherently complex and requires a support service that has a no borders approach.  With most software applications support issues are often troubleshot to the borders of responsibility.  With DM, the problem maybe combined with SQL, network or any other system that DM is integrated with.  Phoenix support is for the environment that the DM system exists in. 

Phoenix Support understands the level of support that Professional Service firms require, this is no longer restricted to the confines of traditional office hours. System down time at any time can be detrimental and vastly expensive. We strive to deliver a high level of customer service and technical support 24 hours a day, 7 days a week. We hope to prove to our customers that Phoenix Support will provide an invaluable and highly efficient service at any time.

Phoenix Support provides 1st line support to Interwoven WorkSite customers and its immediate environment for smaller firms, right through to 3rd line support for larger firms that require detailed solutions and issue escalation. Our close contact with customers has led us to provide the service that we know an IT support technician requires.

The ‘Phoenix Supportal’ is a method in which all of our customers are able to access details on support calls logged with Phoenix in our support database. Customers can view historical calls as well as open issues and view the current status. Access is also given to all documentation, site visit reports and health check reports prepared by Phoenix. The Supportal has latest release notes and practical advice on the testing and implications of implementing such releases.

Phoenix also offers a remote support facility.  Our support technicians are often able to troubleshoot and fix problems remotely thus reducing the need for chargeable on site support.