Service levels
Service terms, set out in your agreement.
Every customer's service and support terms are part of their own agreement with Ademero, because they depend on the products, deployment and services involved. This page explains our general approach and how to ask for the terms that apply to you.
01Our approach
How we think about service.
- You choose where it runs
- CapturePoint 6 runs on your own PC. Content Central runs in the cloud or on your own servers, your choice. Nucleus One and Paige are hosted on Google Cloud. The service terms that apply depend on that choice.
- People who know the products
- Our support team works with customers and partners on questions, setup and troubleshooting, Monday to Friday, 8 AM to 8 PM Eastern.
- The most serious issues first
- Requests are looked at in light of their business impact, so a system that is down is treated differently from a general question.
- Terms in writing
- Any service levels that apply to you are set out in your agreement with Ademero, not on a public web page.
02Your terms
Where to find the terms that apply to you.
01
Already a customer
Your service and support terms are in your agreement. If you cannot find your copy, ask us and we can help you locate it.
02
Evaluating Ademero
Ask about service terms while you talk with our team or your partner, so you can review them alongside everything else.
03
Larger organizations
Service terms are part of the agreement discussion. Bring your requirements and we can talk them through.
Questions about service terms: support@ademero.com or (863) 937-0272.
03Questions
Common questions.
Does Ademero publish a standard uptime figure or response times?
Service terms, including anything about availability or support, are set out in each customer’s agreement rather than on this page, because they depend on the products, deployment and services involved.
How do I get the terms that apply to us?
Email support@ademero.com or call (863) 937-0272, Monday to Friday, 8 AM to 8 PM Eastern, and tell us which products you use or are considering.
How do I reach support?
Call (863) 937-0272, email support@ademero.com, or open a request at ademero.com/support/contact, Monday to Friday, 8 AM to 8 PM Eastern.
We run Content Central on our own servers. Can we still get help?
Yes. Customers running Ademero in their own environment can contact our support team. What is included depends on your maintenance and support agreement.
Talk to us
Tell us which products you use or are considering, and we can walk you through the service and support terms that would apply.