Support Guidelines

While obtaining Support from Ozdocs, the following guidelines will help you in obtaining the most out of your Ozdocs Support Services:

  • Obtain Support Number with Name of Contact Person.
  • Check with Ozdocs if issue needs to be escalated to next technical level.
  • Use Tracking Services for checking message status online.
  • Use Notification Services [Provide hyperlink to notification page] to obtain EDN and PRA status via email.
  • In contingency [Provide hyperlink to contingency services page] , use web based EDN and PRA services.
  • If possible, make arrangements to provide remote access to your Ozdocs system.
  • Inform Ozdocs in advance, if support is required outside of business hours.
  • Before calling for support, knowing the following is extremely helpful:
    • Before calling for support, knowing the following is extremely helpful:
    • Supplying screen dumps of issue being faced by fax or email.
    • Sending zipped log files to Ozdocs for quicker diagnosis of the issue.