Support Policies

Clients are our most important assets at All My Papers. It is our goal to make it easy for customers to use our products and to resolve any issues with our products quickly.

All my papers licenses are sold with renewable support and maintenance.

Support is available to customers within the initial support period or to customers who have renewed their support subscriptions.

For pre-sales questions, please contact sales@allmypapers.com.

To expedite the resolution of your issue please open a Support Ticket.   This is the most efficient way to communicate with us as we have support personnel in many time zones and support ticket requests are automatically forwarded to the party best equipped to assist with your issue.

support

Support Policy

Product support is available via email Monday thru Friday, 8:00 AM to 5:00 PM Central time at support@allmypapers.com.

Verify that your license is currently under maintenance e.g. your organization is up-to-date on the payment of maintenance fees.  If you do not know, please contact accounting@allmypapers.com.

Acknowledgment of a problem in writing is typically the same day but no later than before the end of the next business day.

The problem description email must contain the failing file or a reference site to access the file.

Time to correct estimates will be issued within seven (7) days for problems that cannot be resolved immediately.

For new product features that require special training, GoToMeeting sessions can be provided upon request.

To perform diagnosis and maintenance on the AMP solution, online access to the system is required. The suggested mode is using a screen sharing service to an internet-connected workstation at the Customer’s site under the supervision of the Customer’s employee. This internet-connected workstation will have a remote desktop connection to the computer that runs the AMP solution. This remote desktop connection can be shared through the screen-sharing application to allow the diagnosis and correction of critical issues.

Extended Support

If the customer has chosen option for extended support, this includes:

  • 24/5 Support
  • Critical Production Support
    • Call Center/email notification
    • 1 hour response
    • Rapid resolution

 

License Support

License support is available via email Monday thru Friday, 8:00 AM to 5:00 PM Central time.

License issues are typically resolved the same day.

How to transfer a license?

Current Software Versions

COM Deprecated

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Contact All My Papers to automate check Image Cash Letter (ICL) file processing.