Customer Support

Technical Support

NEPS Technical Support is comprised of a team of experts who are results-oriented, customer focused document technology professionals. We hold ourselves to the highest standards of quality and excellence and we dedicate ourselves to continuously exceeding our objective of exceptional customer satisfaction.

Our commitment to first-rate quality service, combined with the highest level of technical expertise, establishes our distinctiveness in the marketplace. Our formal escalation policy ensures that we meet our commitment to prompt and professional response times and that we deliver timely, accurate and thorough resolutions.

NEPS Technical Support operates on a number of levels to provide optimum support while at the same time making the best use of our resources—and those of our customers.

Level One:
Our experienced, enthusiastic first-line support team will either resolve or escalate your issue in real time. State-of-the art email and ticketing systems aid in tracking problems and an extensive knowledge library enables quick fixes to many technical issues.

Level Two:
Escalated issues are delegated to highly skilled specialist teams who work nonstop to resolve issues in accordance with our stringent internal service level agreements. Support technicians possess solid background knowledge of our customer-specific product environments and architectures.

Level Three:
Our partnership agreements enable us to ensure prompt and consistent support beyond our immediate product sets. Our third party business partners are held to the same customer conscious service levels as our dedicated team.

Support Programs

NEPS offers you the flexibility of choosing the support program that best suits your business needs.

Standard Support: Our standard maintenance program offers access to our skilled technical support team between the hours of 7 AM and 7 PM Eastern Standard Time for Troubleshooting, advice and assistance via telephone or email Access to updates and new releases of our products

Extended Support: For additional hours or coverage, you may choose our Extended Support Program to provide you with 24-hours-a-day, seven-days-a-week coverage (excluding NEPS holidays).