Scope of Support Services

• 25/09/2023
• 11 minutes to read

Continia software is known for its excellent support and always strives to help partners to the greatest extent possible. However, the unfortunate combination of somewhat limited capacity and an ever-increasing demand for support often makes it necessary to control what support is provided to whom, in order to ensure that partners with critical issues and issues relating to supported versions of Continia Document Capture get the excellent support they've come to expect.

This article details exactly what types of support Continia does and doesn't provide, thereby making it easy for you as a partner to understand when to rely on Continia for help, what Document Capture versions are supported, and what's outside the scope of support. The article also ensures that you know what skills you must possess or acquire yourself in order to be able to support any Microsoft Dynamics NAV or Business Central installation with Document Capture installed.

What does Continia support?

Continia provides ongoing support of all Document Capture releases for at least two years after each release date. Currently, the following versions of Document Capture are supported:

Support for the following versions of Document Capture has recently ended:

Upgrading to a supported Document Capture version is strongly recommended whenever end users using an unsupported version either 1) encounter issues that haven't been corrected in a service pack for the old version or 2) will clearly benefit from the enhanced functionality of the newer version.

Also, upgrading the Document Capture OCR service and the on-premises Continia Web Approval Portal is recommended whenever end users experience issues using any of these components.

For all supported versions of Document Capture, service packs are released on an ongoing basis to ensure that any errors are corrected. We highly recommend that you as a partner implement these service packs regularly. This is easy to do, as you only need to import new objects and no data conversion is required. With each service pack, end users of Document Capture get easy and quick access to all corrections and improvements in one go, thereby significantly increasing the stability of their systems. For more information about how to implement a service pack, see How to Implement a Service Pack.

When a client identifies an issue in a supported version of Document Capture and it's likely the problem is caused by Document Capture code, Continia offers help, debugging assistance, and determination of whether or not the issue was caused by a bug in Document Capture. If this is considered unlikely, you as a partner must document that the issue was indeed caused by Document Capture and not by standard NAV/Business Central functionality or by the presence of any other add-ons, extensions, or customizations. Whenever a Document Capture bug causes an issue, Continia will make sure that the issue is corrected as fast as possible, provided that it's a critical issue (one that blocks essential business processes and has no known workarounds). If the issue is non-critical, it will be corrected in an upcoming service pack instead.

For supported versions of Document Capture, Continia provides support covering the following components and scenarios:

• Help and debugging assistance when errors occur in the Document Capture code
• Help and advice concerning functionality that doesn't work as intended
• Errors in add-ins
• Incorrect recognition of text in PDF and XML files
• Performance issues related to Document Capture functionality
• Support for the on-premises Continia Web Approval Portal
• Support for the Document Capture OCR service, including ABBYY

For unsupported versions of Document Capture, Continia provides support covering the following components and scenarios:

• Questions about Document Capture functionality: All questions about the functionality of any version of Document Capture will be answered to the extent that the Continia staff is capable of answering them without in-depth research. If the staff doesn't know the immediate answer to a question relating to an unsupported version of Document Capture, the staff will instead explain how the corresponding functionality works in a supported version.

  Note

  Continia will not spend time investigating the operability of old, unsupported versions of Document Capture.

• Questions about Document Capture errors: All questions about specific Document Capture errors will be answered to the extent that the Continia staff is capable of answering them without in-depth research. If the staff doesn't know the immediate answer to a question relating to an unsupported version of Document Capture, the staff will instead explain how to deal with the error in a supported version.

  Note

  Continia will not spend time investigating why the error occurs in old, unsupported versions of Document Capture.

• Questions and issues related to:
  • Activation
  • Communication with Continia Online, including export of users, download of emails, and activation of missing email domains in Continia online
• Questions about any of the following:
  • Demo licenses and the issuing of new demo licenses
  • The licensing of Document Capture and the Continia Web Approval Portal
  • Client credentials
  • How to upgrade Document Capture
  • What to do and consider when renaming companies
  • Add-in errors
  • The Document Capture Service, including upgrading
  • ABBYY, including upgrading
  • The OCR Engine and incorrect recognition of text in PDF files, including missing or misplaced files (files ending up in the error folder or never appearing in NAV/Business Central)
• The online Continia Web Approval Portal, including:
  • Login issues
  • Reset of passwords
  • Permission errors
  • Problems performing specific actions, such as errors in connection with invoice approval
  • Performance issues

What does Continia not support?

Continia doesn't support issues relating to NAV/Business Central code for unsupported versions of Document Capture. This means that for these versions, Continia will not help debug any issues in NAV/Business Central or develop hotfixes for errors in the code. If an error is identified in an unsupported version of Document Capture, customers must either upgrade to a supported version or correct the issue themselves. If the error is still present in a supported version of Document Capture, it will only be corrected in the supported version.

For any version of NAV/Business Central or any version of Document Capture, Continia doesn't support any of the following:

• Standard NAV/Business Central errors
• Issues likely to be caused by infrastructure, including network configuration, firewalls, and proxy servers
• Email exchange, except if an email sent directly to the Continia Cloud OCR email service doesn't arrive in NAV/Business Central
• Problems with emails that arrive when sent directly to the Continia Cloud OCR email service but not when they're forwarded to the Cloud OCR email service
• Estimation of time required to implement or upgrade Document Capture
• Help and assistance in customizing Document Capture – just as for standard NAV/Business Central, partners are expected to know the solution and/or have the skills to investigate how it works when customizations are to be made
• Customization of the Continia Web Approval Portal

For unsupported versions of Document Capture, in addition to the above, Continia doesn't support any of the following:

• Errors in the Document Capture NAV/Business Central code, including debugging assistance
• Performance issues
• Issues with functionality that doesn't work as expected
• Incorrect recognition of text in PDF and XML files
• Issues with the on-premises Continia Web Approval Portal
• Issues with the Document Capture OCR service, including ABBYY

See also

Resources for Help and Support
How to Implement a Service Pack
Software Lifecycle Policy and Continia Document Capture On-Premises