Support

Support Options

Support Options

Kofax recognizes that customers have different needs and require different approaches to technical support. To provide best-in-class service, Kofax provides multiple options for Kofax Equitrac, Kofax AutoStore, Kofax Output Manager, Kofax SafeCom, Kofax eCopy ShareScan, and Kofax eCopy ShareScan.

Partner Support

Available to all customers as part of our annual maintenance and support plan, the Partner Support option is a collaborative approach between Kofax and our resellers and partners. Customers who opt for this basic support plan will leverage the expertise of their Kofax reseller to handle level 1 and level 2 support incidents. For more severe issues, the Kofax reseller will escalate to Kofax customer support for assistance.

  • Included with Kofax annual maintenance and support contract
  • Allows Kofax reseller to manage all support incidents with escalation to Kofax
  • Kofax reseller provides level 1 and level 2 support
  • Kofax reseller can escalate to Kofax during 8x5 support hours
  • Kofax reseller provides all device hardware support
PREMIER SUPPORT SERVICES
PREMIER SUPPORT SERVICES

Direct Support

For customers who prefer more control over supporting their Kofax software, the Direct Support option is available. Customers who purchase this support option can leverage their own IT resources to contact and work with Kofax directly for all levels of support incidents. Additionally, the Kofax reseller or a system integrator can contact Kofax on behalf of the customer to open support incidents.

Highlights:

  • Allows customers to open support incidents directly with Kofax
  • Kofax reseller or system integrator can work with Kofax on customer’s behalf
  • Gives full control over the support experience to the customer
  • Great for customers with mixed device fleets
  • Kofax provides all levels of support during 8x5 support hours
  • Kofax reseller provides all device hardware support
  • Learn more in our Support Options Data sheet

Premier Support

Kofax Customer Support and Kofax Professional Services help customers maximize the return on their investment and end-customer satisfaction from their Kofax print and capture solutions all being implemented on a highly scalable, resilient and secure infrastructure. With Kofax Premier Support, customers receive unparalleled expertise, accelerated and dedicated support, and strategic advice tailored to their specific IT environment and end customer needs. Those customers who leverage Kofax Premier Support see higher customer satisfaction from their end users, faster incident turnaround time and overall greater return on their investment.

Benefits include:

  • Technical Account Manager serving as a single point of escalation who is highly knowledgeable about your specific deployment scenario
  • Operational insights through regular incident review sessions
  • Annual proactive system evaluations to ensure deployment is continually being optimized (see “Content Control & Systems Assessment Services”)
  • 24 x 7 coverage for critical “Severity 1” incidents
  • Quarterly business reviews covering support incident trend, and future planning
  • Learn more in our Support Options Data sheet
PREMIER SUPPORT SERVICES
PREMIER SUPPORT SERVICES

Premier Support Comparison

While all customers receive best in class support from Kofax, customers who demand a more personalized approach with high priority escalation can choose to add Premier Support to their support package.

Technical Account Manager

The Technical Account Manager (TAM) will act as a point of escalation for all support incidents raised to Kofax. Your TAM will gain a deep understanding of your environment as it relates to the Kofax software deployment as well as future upgrade and migration plans. With this knowledge, proactive communications and regular incident reviews the TAM will assist to reduce the time to resolution while increasing customer satisfaction. Having this relationship-based support, the TAM becomes a customer advocate within Kofax, whether it is for an escalation to development or a feature enhancement to product management.

PREMIER SUPPORT SERVICES
PREMIER SUPPORT SERVICES

Quarterly Business Reviews

These Quarterly Business Reviews (QBR) are a great opportunity to review the support received over the past quarter (3-months) with a customised report covering Sev1 incidents, trends and opportunities for ongoing optimizations. The TAM will also cover various other topics related to support, future state of the customers environment and upcoming Kofax product releases. Based on need, additional resources could be called in from various Kofax cross-functional teams.

Additional topics may be:

  • Incidents by Severity
  • Average time to resolve
  • SLA Adherence
  • Upcoming projects or future system changes
  • Kofax software deployment updates

Content Control & Systems Assessment (CCSA)

Kofax Professional Services understands that business requirements and technology infrastructure change over time. An annual Content Control & Systems Assessment (CCSA) is a comprehensive assessment service to evaluate the technology and business processes that control the print, capture, security, and output management of documents and their content.

During a CCSA engagement, our team of expert consultants will assess the state of your Kofax solutions and compare them to the organisation’s needs. We then prescribe system and business process changes for the specific objectives that will ensure the Kofax solutions are optimized. Our comprehensive report will identify areas for optimization of your solution and business processes and will detail areas where security and performance can be improved with best practices, hardware changes, and expansion of your Kofax solution to right-size it for your business growth plans.

PREMIER SUPPORT SERVICES

Why You Need Premier Support

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Contact us at
PremierSupport@nuance.com