Tungsten Automation Support Services

Support Business Operations with Resilient Tungsten Automation Solutions

Ondox Support Services deliver responsive and expert support programs to ensure your business operations don’t miss a beat. We provide peace of mind, operational insight, and a path to trouble-free system modernization.

Ondox’s deep expertise and experience in Tungsten Automation software ensures that our customers’ solutions run smoothly and that any issues that arise are quickly resolved.

Resilient Operations

Peace of Mind

Maximized Solution Value

Managed Modernization

Continual Improvement

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Your Choice of Support Levels

Support Services for Tungsten Automation customers are available pre-packaged to suit differing levels of customer need.

Backed by explicit Ondox response commitments, packages differ primarily on response times to urgent, high, medium, and low priority incidents, and frequency of reporting and review meetings.

Custom Support Service Packages are also available where a Support Audit indicates a custom package is required.

Depending on the pre-packaged and custom Support Services in place, support services may include:

Daily Health Maintenance

24/7 Online Support Portal

Triage & Troubleshooting

Break/Fix Issue Resolution

Bug & Enhancement Reporting

Repeating Incident Identification

Hot Fixes & Patches

Change Advisory Board Support

Partner Support Interactions

Periodic Support Reviews

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Support Audit

To ensure the most suitable Support Services are selected, we can perform a Support Audit before initiating services. Our rapid Audit reviews technical environment, document processing efficiency, workflow effectiveness, and support services requirement. The Audit delivers a detailed written Audit Report.

We normally require a Support Audit where a customer or third party has built a custom application on Tungsten Automation products.

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FAQs

Tungsten Automation software updates can be achieved in two ways. First, upgrading to a new version of Tungsten updates your Tungsten system to keep you compliant with the terms of your software support agreement. Second, re-factoring is a way of updating your current Tungsten system to revise how it works, add new documents for Tungsten processing, redesign Tungsten workflows, etc

Most Tungsten customers use Tungsten products for Intelligent Document Processing (IDP) or digital workflow transformation. Tungsten IDP extracts information from any business document automatically to enable business process automation. Tungsten digital workflow reduces manual effort, cuts costs, increases process quality, and improves compliance.

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What Our Customers Say

Our traditional document processing operations simply could not meet the needs of our increasingly remote or hybrid teams. Ondox solved that problem and transformed our mailroom operations.

— Facilities Manager, Financial Services Leader

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Case Study

Global Insurer

Leading global multi-line insurer providing property & casualty and life insurance products and services…

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The Ondox document processing solution has helped us drive digital transformation across the supply chain.

— IT Director, Transportation Leader

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Case Study

Logistics Leader

One of the world’s largest independent bottlers serving over 50 leading brands.

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Ondox has delivered digital transformation to our customer interactions, across multiple use cases and business units.

— Transformation, Global Asset Manager

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Case Study

Reinsurance Leader

From 60+ offices worldwide this global reinsurer’s team of 3,000+ employees provide expertise in…

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For our highly distributed office network and our large workforce of hybrid and at-home workers, Ondox is an invaluable mail processing and distribution solution.

— Director of Facilities and Operations, Telco Leader

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Case Study

Telecoms Leader

This telecoms industry leader provides voice, data and video services and solutions through a…

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Inbound paper-based documents used to slow down the work of many of our teams. Now the Ondox digital mailroom gets documents faster to case team members and we can serve constituents better.

— Director of Social Programs, Government Agency

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Case Study

Multi-line insurer

Operating in multiple countries this multi-line insurer processes high volumes of personal, business, and…

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The team behind Ondox worked as an extension of our team from the outset. Their agility, product knowledge, and professional approach were instrumental in achieving our goals.

— BPO Client Transformation Executive, SPS Global

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