Quick and Easy Support from our Experienced Technical Unit
- Monday to Friday (09:00 - 17:30 UK time)
- Tel. +44 (0)845 1305 172
- Fax +44 (0)845 1305 171
- Or support@infocap.co.uk
InfoCAP Technologies have assembled a vastly experienced and talented technical unit and take pride in the effort and determination taken in order to resolve customer problems. Our skilled technical team is available every Monday to Friday (09:00 - 17:30 UK time) to provide software support and technical guidance. These operating hours exclude UK Public Holidays.
Please feel free to get in contact using the above details and your query will be dealt with as soon as possible.
Please note that the above support is for direct InfoCAP customers, Resellers & Dealers and that ANY Resellers' End User Customer MUST get in touch with your designated Reseller for first-line support.
InfoCAP periodically release user tips (for all users) and technical tips & bulletins (for authorised resellers & dealers only) that provide advice and guidance on the setup, configuration and problem diagnosis of a PowerRetrieve system. Patch releases of PowerRetrieve software are also available in the secure downloads section.
PowerRetrieve - Windows 7 support?
Click here to access the current PowerRetrieve support statement for Windows 7.
Please Provide the Following
In order to increase the speed that your call gets processed, users are advised to provide (or have available) the following:
- Software title
- End User
- Contact Details
- Software Reference number
- Software Serial number
- Software version
- Any relevant software Log files
Your problem may be resources related or specific to a certain operating system, so it will assist us if you are aware of the speed, memory, operating system and available hard disk space of your machine.
It will also help us if you can note down any error messages you encounter, and what transpired (sequence of events) that caused these errors to occur.
Standard Service Level Targets
Calls may change priority level as they are being dealt with.
| Priority Level | Description |
Low | Call is a general query or involves problems or issues that have minimal or no impact on the customer's operation or business. Response Time: Maximum two (2) working days. Escalation: Call is escalated to Support Manager if problem or issue is not satisfactorily resolved after five (5) working days. |
Medium | Call involves problems or issues that require immediate or same day resolution. Not having a solution or work-around could result in a minor impact to the customer's business. System or process remains operational, but not with full capabilities. Response Time: Maximum one (1) working day. Escalation: Call is escalated to Support Manager if a solution or work-around cannot be found within one (1) working day. |
High | The caller's system or process is down and requires immediate response. In these situations, the case is immediately escalated to the Support Manager. When necessary, additional technical support and engineering resources will be leveraged to resolve the problem quickly. To provide complete resolution to the problem, the customer must implement technical support recommendations and must be available for immediate follow-up. Should either of these not occur, the problem might be downgraded to a lower priority. Response Time: Maximum four (4) working hours. Escalation: Call is escalated to Technical Director and Engineering at the discretion of the Support Manager. |
Lapsed Software Support and Maintenance Policy
InfoCAP encourage users to renew Software Support and Maintenance coverage annually. With a lapse in coverage, the customer will not have access to our support help desk and will not be eligible to receive new software releases, or documentation.
InfoCAP are happy to renew a lapsed Software Support and Maintenance contract at any time.
During the time that the contract has been lapsed, InfoCAP have not stopped developing the software. We have therefore incurred expenses even whilst the contract was lapsed. We have not however incurred any costs from client support and are thus happy to waive any costs related to support during the lapsed period.
As soon as cover is renewed and the software updated, software patches or features developed during the lapse period will immediately become available. As the benefits of this development time have been provided, we charge for the costs incurred.
When lapsed cover is renewed, in addition to the cost of 12 months new Software Support and Maintenance, we will charge 50% of the cost of Software Support and Maintenance for the lapsed period to cover the costs of continuous software development during that time.
PowerRetrieve v3 Users
If a v3.x user with lapsed maintenance purchases an upgrade to v4 at the same time as taking new maintenance, then we will waive the cost for the lapsed period.
If a v3.x user has lapsed maintenance and wants to re-instate it but not upgrade to v4, they must pay to upgrade to the latest point/patch release for v3.x – or pay for the lapsed period (calculated at 50% of the full cost of Support and Maintenance for the lapsed period), whichever is the greater figure.
PowerBook, PowerFilm and PowerRetrieve Users Please Note
InfoCAP Technologies does not directly offer support to end users regarding PowerBook, PowerFilm or PowerRetrieve problems - of course, this does not apply for PowerRetrieve if InfoCAP Technologies is your designated PowerRetrieve reseller. Please get in touch with your designated PowerBook, PowerFilm or PowerRetrieve reseller for first-line support. Or, if necessary contact the relevant Kodak Software Support Group for further support.
REMOTE Support
InfoCAP Technologies in an effort to improve their Sales support & Technical support operations have invested in Remote Support software.
Click on the image below to activate the remote client when requested to do so by InfoCAP.
Once started, select 'Run' to initiate the Participant connection (1546Kb download).
Your browser security may need another 'Run' button clicked.
Enter the 9-digit session number (provided by InfoCAP) when prompted.
