Summary:

What is a service degradation?

When you experience a major drop in the quality of the Scan & Capture service, we call this a quality service degradation. This means that over 50% of all your documents are affected by a sudden decrease of captured field values.

For less severe issues with the scan & capture service, there is the scan & capture feedback process. 

 

How do I know the percentage of affected invoices?

Please look for the number of delivered documents in a normal day and compare this with the number of affected documents. 

For example:

You notice that the Purchase Order number is no longer captured correctly for the majority of your invoices.

• Number of documents delivered in a normal day =1000
• Number of affected documents =600
• Percentage of affected documents =60%

Instructions:

Please provide us with the following information, which we use as the basis for our investigation:

• • Starting date of the degradation
  • Percentage of affected documents (Number of affected documents /Number of delivered documents*100)
  • Please provide at least 100 affected documents in a form that you can download here
    Please mention in the case title that this concerns a service degradation and assign it with high urgency: