Contacting Support

Clients are our most important assets at All My Papers. It is our goal to make it easy for customers to use our products and to resolve any issues with our products quickly.

All my papers licenses are sold with renewable support and maintenance.

Support is available to customers within the initial support period or to customers who maintain support via a renewal support.

For pre-sales questions, please contact sales@allmypapers.com.

To expedite resolution of your issue please email support@allmypapers.com.   Email is the most efficient way to communicate with us as we have support personnel in many time zones and email requests are automatically given priority.

With your email, please be sure to include the following:

  • Name of the product you are using
  • A description of the problem you are seeing along with any error codes or screen messages
  • Image files that are causing the issues
  • Trace logs – with many of the software products All My Papers distributes there is a trace log that monitors the various calls to the associated DLL’s when the programs are run. By including a copy of the trace log, Support at All My Papers can determine what went wrong and when.
  • Complete contact information including your name, company name, phone and email

You may also call us at: +1 (408) 366-6400.  Press 2 at the prompt.

To ensure prompt attention to open support issues, always copy support@allmypapers.com even when corresponding directly with your support representative.

Click Here to see our FAQ -  Frequently Asked Questions for the All My Papers family of products.

support

Support Policy

Product support is available via email Monday thru Friday, 8:00 AM to 5:00 PM Pacific Standard Time at support@allmypapers.com.

Verify that your license is currently under maintenance e.g. your organization is up-to-date on the payment of  maintenance fees.  If you don not know, please contact accounting@allmypapers.com.

Acknowledgement of a problem in writing is typically the same day but no later than before the end of the next business day.

The problem description email must contain the failing file or a reference site to access the file.

Time to correct estimates will be issued within seven (7) days for problems that cannot be resolved immediately.

For new product features that require special training, GoToMeeting sessions can be provided upon request.

To perform diagnosis and maintenance on the AMP solution, online access to the system is required. The suggested mode is using a screen sharing service to an internet connected workstation at Customer’s site under the supervision of Customer’s employee. This internet connected workstation will have a remote desktop connection to the computer that runs the AMP solution. This remote desktop connection can be shared through the screen-sharing application to allow diagnosis and correction of critical issues.

Extended Support

If customer has chosen option for extended support, this includes:

  • 24/5 Support
  • Critical Production Support
    • Call Center/email notification
    • 1 hour response
    • Rapid resolution

 

License Support

License support is available via email Monday thru Friday, 8:00 AM to 5:00 PM Pacific Time.

License issues are typically resolved the same day.

How to transfer a license?

FAQs

FAQ's Frequently Asked Questions

Current Software Versions

COM Deprecated

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