Customer Support Manager
When it comes to our support team, we got you covered! As a PaperSave customer, you have access to a stellar group of support engineers focused on your total satisfaction.
We can be reached in many ways! The Support Center can be contacted by:
• Creating a case via the Customer Portal (see login above) This is the recommended method as it allows for selection of case priority, attachment of documents/screenshots, automatic search of the Knowledgebase for quick solutions, and up-to-date information regarding case status.
• Sending an email to email@example.com.
• Calling 305-377-9210. If there is no answer, please leave a voicemail message which will be returned as soon as possible.
Creating a case on the Customer Portal (see login above) is the recommended method of contacting the Support Center as it allows for selection of priority, attachment of documents/screenshots, automatic search of the Knowledgebase for quick solutions, and up-to-date information regarding case status. Contact Support via email or phone (305-377-9210) for any issues with access to the Customer Portal.
In order for our Support engineers to best respond to any issue, please review, and select, the appropriate priority when creating a case:
You have an issue affecting all users, and/or has a severe business impact.
You have an issue that affects many users and has a significant impact on work, or some users are unable to work.
You have an issue that affects more than one user significantly, or one user is unable to work.
You have an issue that affects one or more users, but they are still able to work.
You have a general request for information, training, system redesign, or a future feature request.
Please review the Customer Portal User Guide for full details on creating a case as well as utilizing the many other features available on the Customer Portal!
Our Support Center wants to help you as quickly and efficiently as possible. After a case is created:
Please note: if a case is created with the priority set to High or Critical and you are unresponsive to email/voicemail, then after the expected completion time (generally 2 hours) the case will automatically be downgraded to the next lower priority.
The PaperSave Support Center is open Monday through Friday, 9:00 am – 7:00 pm (US Eastern time).
Weekend on-call support is available for PaperSaveCloud clients by creating a case on the Customer Portal (see login above) or sending an email to firstname.lastname@example.org.
Our U.S. offices are closed on the following holidays:
* If the holiday lands on a Saturday, we are closed the preceding Friday; if it falls on a Sunday, we are closed the following Monday.
After contacting Support, you will receive a brief survey from Nadim Jamid, your Customer Support Manager, to gain valuable feedback on how we can serve you better. Please let us know how we are doing – we want to exceed your expectations and this is your chance to voice your opinion!
Have you created a case lately and you didn’t receive a support survey? Please make sure the email address email@example.com is in your safe sender list.
Contact an Account Manager at firstname.lastname@example.org to learn more about upgrade migration costs.