Kofax MarkView Escalation Process and Incident Resolution

Escalation Process

Incidents may be escalated by updating the incident and informing the Technical Support Analyst of the escalation requirement - including the details supporting the need for escalation. For example, the issue has moved from affecting a single user to all users.

You may also escalate an incident directly to Technical Support Management by entering the required data into the Escalation Form - found in Answer 562.

Filling out this form will send an alert to members of the Technical Support Management team.

Important points to remember when escalating:

  • Be strategic with your escalations and save them for the most critical times - e.g. when support has failed to respond to customer updates for a long period of time and/or the severity of an incident has changed dramatically.
  • If an incident has gone for a day or two without a response, it's always good practice to simply post an update in the incident, requesting a response from the Support Analyst, prior to using the formal escalation.
    • This will let the Support Analyst know that you are in need of a response and may avoid the need to formally escalate the incident.

Resolving Incidents

Kofax Technical Support works hard at finding the quickest, most accurate resolution to an incident. In general, the resolution to an incident will be in one of the following forms:

  • Technical Resolution provided via Support Web by Kofax Technical Support - this may include a complete solution or a workaround to an existing issue
    1. As part of a Technical Resolution, the Technical Support Analyst may request that the client:
      1. Read the relevant section of the Product Documentation
      2. Review and follow steps outlined in an Answer in the Knowledge Database
      3. Review and follow steps outlined in a previous incident
  • Product Software Correction - including downloadable software and documentation provided in timely fashion, allowing for proper QA and certification of the patch
  • Product Upgrade to New Release - including software and documentation provided in accordance with Kofax Product Release schedule
  • Technical Resolution requiring assistance from Kofax Consulting - this will be handled outside Support Web with your Kofax Practice Manager and/or Project Manager
  • Product Enhancement Request