Industry Leading Content Document Management

AMI customers receive superior service from our trained and certified technical support personnel. After the Implementation Phase is complete, AMI’s HelpDesk personnel provide content document management maintenance and support.

Support is provided by telephone and e-mail, as well as on-site. Remote diagnostic packages enable AMI to provide efficient and effective support. Based on clients' needs we currently use Checkpoint, Cisco, Citrix, NetOp, Nortell VPN, Remote Desktop, Terminal Server, and VNC.

Reported incidents are maintained in a problem tracking database. Each incident is assigned a unique identification number.

AMI understands the importance of responding quickly with the right information. Each staff member is fully certified by the respective hardware manufacturer or software developer ensuring that you receive top quality content document management service. AMI’s average response time for HelpDesk support calls is under one hour.

AMI's problem tracking database uses four levels for "Urgency" and four for "Priority". When a request is initially opened, a base Urgency is assigned based on feedback from the customer. A base Priority is also assigned at this time. The system has the ability to automatically escalate the priority level based on the amount of time a request remains at any particular level. A Critical level is the highest, followed by High, Medium, and Low. Generally, Low priority requests stay Low until manually changed. Medium priority requests move to High after two days, High move to Critical after one day. Each request is handled on a case by case basis depending on feedback from the client.

With an AMI content document management maintenance plan in place, all software fixes and minor releases are included from the manufacturer. AMI suggests using the experience of our vendor-certified technicians for the installation and implementation of these patches and releases. Generally, fixes or service packs are released on about a quarterly basis.

Our certified technicians will review your system at least once per year to ensure it is performing at an optimum level. We will work closely with your staff on any issues or questions that arise to ensure complete system stability.

Contact AMI Imaging Systems, Inc. today for information about content document management and more including our company, products and services, case studies and how we work with you.