Docupath provides several ways to get help, find answers, and request support directly from within the platform. Whether you need to read documentation, ask a quick question, or raise an issue that needs hands-on attention, support is available through the Help Center, the Support Questionnaire, and the Messenger.
This article gives an overview of these features and explains how support is delivered, including the roles of Docupath and its partners.
How It Works
Support Features
Docupath offers three main support features, each covered in detail in its own article:
Help Center: A library of articles about the Docupath platform, its capabilities, configuration options, and step-by-step guides for working with different features. The Help Center is created and managed by Docupath.
Support Questionnaire: A support request form that users complete when they run into an issue, have a question, or need assistance. Each submitted request is routed to whichever party supports that instance (Docupath, or the customer's Docupath partner).
Messenger: An in-platform messenger that brings support together in one place. It includes links to the Help Center, an AI chatbot that can answer questions and escalate to human support where available, and a view of the user's support tickets.
These support features can be accessed from the navigation bar at the top of the screen in the Docupath platform.
Direct Support and Partner-Led Support
Docupath customers are supported under one of two models:
Direct Support: The customer is supported directly by Docupath. Docupath is the point of contact for questions, issues, and escalations.
Partner-Led Support: The customer is supported by their Docupath partner. The partner is the customer's point of contact, and any escalations to Docupath are handled and managed by the partner rather than the customer.
The model a customer falls under depends on whether their organization works with Docupath directly or through a partner. Support requests submitted through the Support Questionnaire are routed accordingly.
Audio and Video Call Support
Where a customer is provided with it, Docupath can offer audio and video call support through the Messenger, allowing real-time conversations with the support team in addition to chat.
Support Commitments
Docupath's support commitments, such as support availability (for example, 24-hour availability), Mean Time To Acknowledge (MTTA), and Mean Time To Resolution (MTTR), depend on the agreement in place.
For organizations working with Docupath directly, these commitments are defined by the agreement between the organization and Docupath.
For organizations working through a partner, they depend on the agreement with that partner, as well as the agreement between the partner and Docupath.
Specific targets are not listed here, as they vary by agreement.