I have been a customer of LogicalDoc for about three years now, and I can't wait to move on from this product. Although on the surface, LogicalDoc has a lot of features and a reasonable interface, the support for it is subpar, and the developers for the product are even worse. The company is located in Italy, so you'll never be able to get on the phone with anyone. It's only e-mail, Freshdesk tickets and remote assistance... on Italian time, of course. The cost of the product is low compared to other solutions, which is why our management chose it for our company. But as the adage goes, you get what you pay for. A couple years ago, I applied the latest patch for the software, and suddenly my users could no longer move files from one folder to another. I checked the release notes, and there was no security change listed, so I reached out to LogicalDoc support. They told me that they had plugged a "security hole" and that I would have to give my users delete capability if I wanted them to move files. Of course, I didn't want to do that, and asked LogicalDoc to correct the problem by at least creating a "move" permission level for my situation. They said they would do it as long as we paid $1000. I couldn't believe it. Here I was being held hostage by the Italian Software Mafia for something they did to me. That's when LogicalDoc perked up and said they would fix the problem for free as long as I took down the negative review and our company wrote three positive reviews to compensate. All this made me wonder how many times this had happened to other companies so that no negative reviews existed. So, we complied and they did fix the issue. Sadly that was not to be the last. We had an issue with another patch upgrade which created a problem in the repository index. LogicalDoc's solution was to delete our database index without telling us. They glibly told me that I would just have to restart the indexing process. Well, three months later the indexing was only at 40%. When I "spoke" with support regarding the time it was taking, they criticized my choice of the quad core Xeon processor I was running on the LogicalDoc server and told me I should have used a hex core. Of course, I checked their website for the server recommendations and there was nothing of the sort stated there. Eventually, we had to virtualize the server and completed the reindexing in a total of six months. Another time, we had an issue accessing previews of our files and they would not come up in the native viewer in the software. I contacted support and they told me that their previous patch version corrupted the files that were imported through the file importer, and I would just need to rescan those files. Of course, we were in the middle of a scanning project, with three people scanning documents. How did we know what had been corrupted? We would have to check each file manually, and hopefully we would remember which box had been scanned on which day. What a nightmare! All these experiences I had should be bright red flags for anyone considering the product. Don't bother with this cheap and problematic solution. Go with something more enterprise-class with actual Stateside support. The way the company does its software development is so undisciplined and tricky, that you're bound to be caught out in one of its updates, and then held hostage by their unscrupulous business practices. I can't wait for the day when we implement our new solution and say goodbye to the Italian Software Mafia...
