FAQ

This is the Product FAQ Page. It will contain various Frequently Asked Questions which can be filtered by product range using the filters in the search results section at the left.
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    You can use our letter templates. 

    These are Microsoft Word documents that contain a text box defining the address area. You can leave this text box in the document, it will not appear when printed.

    In the Help section symbolized by a '?' on the Neotouch platform, go to 'Letter templates' to find more information on setting out your letters.



    No. 

    If the document opens in the browser, you should first save it locally to your computer before opening it.
    It is also possible that the downloaded files use the ';' symbol as a delimiter, whilst Excel may use the ',' symbol.
    To download your file correctly, use another delimiter by selecting 'Data' then 'External data' followed by 'Import data', then choose the ';' delimiter when prompted by the download assistant.

    No, unless the telephone company charges for the communication, for example if someone picks up the phone.

    As part of a standard contract, documents and data are archived free of charge for two months. They can be archived for up to 11 years with the fee-paying option.

    Our Neotouch service is accessible 24/7 via an internet connection.

    Yes, this is possible under certain conditions:

    If a letter is not being processed or has not yet been processed by the Neotouch production center, you can delete the letter or corresponding message via Document Manager. 

    See Deleting files or messages. Any files or messages deleted in Document Manager will not be invoiced.



    You are probably using a group of SMTP servers for sending your emails. If this is the case, you will need to declare all your servers in the list of gateways to be able to send faxes via email.

    All files are transferred by HTTPS.
    Transfers therefore use 128-bit SSL encryption, considered to be the most secure system on the market. This is the standard used for bank transfers.



    The time taken to send a fax depends on its content. If the document contains high resolution images, this may increase the time required to send it. We recommend converting your documents into black and white, and reducing the resolution before sending them.