Docman GP Service Escalation Process

We provide one click, easy to use electronic document management software to support busy NHS organisations.

Docman strives to provide an exceptional service. If this level of service is not provided, it is important that our customers are able to escalate their concerns so appropriate action can be taken.
All incidents should be reported through our dedicated Service Desk in the first instance which ensures tracking, monitoring and audit history for reporting. The Service Desk will assign a severity to each incident and escalate through our support tiers as required. Incidents logged with the team can be viewed and updated at any point during their lifecycle using our Self Service Portal (https://docman.service-now.com/docman/).

Escalation Level 1
Service Desk
0844 967 0967
https://docman.service-now.com/docman/

Escalation Level 2
2nd Line Support
SecondLineSupport@docman.com
01977 66 44 92

Escalation Level 3
Service Management Team
ServiceManagement@docman.com
01977 66 44 88

Escalation Level 4
Support Services Manager
Chris Robinson
ChrisRobinson@docman.com
01977 66 41 27

Escalation Level 5
Chief Operating Officer
Alistair Eaton
AlistairEaton@docman.com
01977 66 44 88