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Changes Coming to Kofax Web-based Support

Stay tuned here for late breaking updates!

Kofax Technical Support is converting our numerous case tracking systems to a single platform called salesforce.com. When the migration is complete, all Kofax customers will use the same Web interface to submit and track Kofax Support cases.

The rollout will be accomplished in a phased approach based upon the following schedule.

Date	Region	Details
January 04, 2010	Americas (Exception MarkView products)	Kofax Technical Support has converted our case tracking system to salesforce.com on January 04, 2010 for all customers in the Americas region. To open a Web-based support Case, please use the Kofax Customer Portal. WIMS was disabled on March 01, 2010. If you had an unresolved Incident, contact Kofax Technical Support Americas to obtain your new Case number.
April 05, 2010	EMEA and Asia (Exception MarkView products)	With the exception of MarkView customers, all customers in this region will use the Kofax Customer Portal in place of BrainConnect Web portal.
TBD*	All (Including MarkView products)	MarkView customers will use the Kofax Customer Portal in place of RightNow Web portal.
*We will continue to provide updates and information to our MarkView customers as we get closer to finalizing a date for the transition.

Technical Support Overview

Today, more then ever before, companies are facing increasing pressures to optimize their business processes in an effort to stay ahead of their competition. At Kofax we recognize our customers' need to minimize any incidents that will deter them from this goal. We aim to provide our customers with the information and tools required to quickly resolve their incidents and work with them to ensure they are getting the support required to efficiently manage their businesses.

Key Support Features

24 hour access to the Kofax Knowledgebases, which contain answers to common problems & known issues.
Technical Support Web site containing:
- Informational product Web pages
- Product Documentation
- Product Downloads, including available service packs and patches
- Support Tools
Quick response time to initial request
Experienced, knowledgeable and customer focused staff
Constant communication and updates on open incidents
Accelerated response time for production incidents

Technical Support Staff

The Kofax technical support team is a highly talented group who are constantly populating the Knowledgebase(s) with detailed answers, troubleshooting guidelines, best practices. They are skilled at providing flexible and responsive technical support for the Kofax solution.