Service quality and commitments

Recognizing that quality of service is a prerequisite when choosing a service provider, Docoon, an expert in workflow digitization solutions, has decided to become a key player in digital trust services.

We are committed not only to providing solutions that meet our customers' business constraints, but above all to offering follow-up and a quality of service that meets the most demanding applications, whatever the type of flow entrusted to us.

Service and quality at the heart of all our processes

By choosing to entrust your flows to Docoon, you are choosing to rely on a partner who will provide you with :

Latest-generation solutions

Constant monitoring of regulatory developments

Suitable processing and distribution capacities

The scalability of the proposed solutions

Long-lasting service quality

24/7 infrastructure maintenance and supervision

Proposals offering the best value for money

A team trained in the notion of customer service

Customer support

This service is provided directly by Docoon's teams, enabling immediate action to be taken as soon as information is received from the customer, so that normal service can be resumed as quickly as possible.

Service quality and commitments - customer support

Support tailored to your needs!

Docoon offers free technical support from Monday to Friday (excluding public holidays) from 9:00 am to 7:00 pm.

Multi-platformplatform

This support is available by telephone or by creating a ticket on our website.

24 hours a day, 7 days a week

Outside these standard support periods, an on-call service is available to ensure 24/7 support.

Monitoring & supervision

 All IT infrastructures operated by Docoon are monitored by Docoon teams 24 hours a day, 7 days a week, 365 days a year. 

The Operations team is responsible for keeping the DOCOON system running smoothly at all times. Its task is to proactively monitor the system.

Anticipating problems

Indicator monitoring, based on measurements on OS, hardware and business applications.

Detection of any operating problems

Error reporting, including source, reason identified if it could be done automatically.

Identifying the source of the problem

Thanks to a perfect knowledge of the system, and a detailed activity history.

Correcting the incident

or implementation of a temporary workaround pending resolution.

Compliance and regulatory expertise

Whether it's electronic invoicing, electronic signatures, time stamping, archiving or personal data protection, digital trust requires compliance with national and European standards.

 

For over 30 years, Docoon has been providing new solutions to simplify and secure the distribution of messages and documents, in line with technological and regulatory developments.

 

We are committed not only to delivering digital solutions that comply fully with current regulations, but also to enabling you to anticipate future changes by keeping a constant legal watch to ensure that our dematerialization and digitalization solutions comply with French and European standards.

Docoon is officially PDP registered