Kofax MarkView Certification,
|
||
Certified Software Programs and Versions In addition, all MarkView components within a given version are fully tested to work with each other and are considered Certified. Kofax does not Certify mixed version MarkView environments (e.g. a MarkView version 4.7 Fax Server is not Certified with MarkView version 4.8 Database Objects). Kofax publishes a current list identifying all Programs and versions currently Certified in the Kofax Planning Your Installation Guide. Until such time as a new version of this guide is published, all updates to this list will appear in Release Notes. Supported Software Programs and VersionsVersions of MarkView Programs that have not been Certified with particular third-party software and mixed version MarkView environments, may still be "Supported" by Kofax. Kofax identifies Programs as Supported when Kofax has not fully tested the MarkView Programs with identified versions of third-party software, but when, based on Kofax experience, Kofax anticipates that MarkView Program and the identified versions of third-party software will interact successfully. Kofax publishes a current list identifying all currently Supported Programs in the Kofax Planning Your Installation Guide. Until such time as a new version of this guide is published, all updates to this list will appear in Release Notes. Other Software Programs and VersionsKofax does not test MarkView with every third-party software program that may be installed by a client. If a particular MarkView Program or version is not expressly identified in either the Planning Your Installation Guide or subsequent Release Notes as Certified or Supported with a third-party program or version, any issues associated with these products is neither Supported nor Certified and is not subject to Kofax Software Support. In addressing issues raised by a client running unsupported or uncertified environments, Kofax Technical Support Analyst may require the client to reproduce issues in a baseline environment (i.e. excluding third party software or versions) prior to troubleshooting. Fault Correction Support (FCS)Pursuant to the Support Terms and Conditions, Kofax will provide Fault Correction Support ("FCS") for MarkView Programs for a period of two years from the MarkView version release date published by Kofax. FCS consists of the following services:
While Kofax strives to troubleshoot all issues and provide effective patches and bug fixes in a timely manner, the resolution of a particular issue may require the client to migrate to a Certified version of either the MarkView Programs or the relevant third-party software. In addition, Kofax may offer a further period of Extended Support subsequent to the termination of FCS. De-SupportExcept for such Extended Support as Kofax may provide, Kofax will De-Support MarkView Programs two years after the MarkView version release date. Kofax will issue De-Support notices identifying the relevant MarkView version and specifying the dates when Fault Correction Support ceases. The De-Support notice may also describe a time period during which Extended Support will be offered by Kofax. De-Support notices will be posted in Answer 414 in Support Web, the Kofax online Software Support website. Clients who are current with their Software Support payments may continue to log incidents with Kofax Software Support related to De-Supported Programs or versions. However, unless the Program or version is covered by Extended Support when the incident is logged, the Kofax Technical Support Analyst will not diagnose issues associated with a De-Supported component. Rather, Kofax will provide information and documentation on how to migrate to a Supported version of the relevant Programs. Extended SupportKofax may offer Extended Support for a period of one to two years after De-Support. Extended Support will be available at no additional cost to clients who are current with their Software Support payments. Where Extended Support is offered, the date on which it begins and the applicable period will be set forth in the relevant De-Support Notice. Where offered, Extended Support will include the ability to log incidents with Support Web to obtain the following:
Extended Support will not include the following:
While Kofax will make commercially reasonable efforts to provide the above Extended Support, Kofax will not continue to train its employees or develop additional internal knowledge in De-Supported areas. Response times for De-Supported Programs or versions covered by Extended Support may not comply with then current response times for Supported Programs and versions. Extended MaintenanceExtended Maintenance may be offered for certain De-Supported components of MarkView and for use of MarkView Programs with certain third-party software programs. The availability of Extended Maintenance is at the sole discretion of Kofax. If offered, Extended Maintenance is only available to clients who are current with their Software Support payments and will require the client to pay an additional fee. Fees, time frames and details will be specific to the Program or version being De-Supported. A Client should contact its Kofax Practice Manager to discuss Extended Maintenance options. Extended Maintenance will include the ability to log incidents with Kofax Software Support via Support Web to obtain the following:
Extended Maintenance will not include the following:
Support of Non-Standard Modifications to MarkView ProgramsSoftware Support for MarkView Programs is defined in the Standard Terms and Conditions as Software Support only for MarkView Programs, as configured and delivered to a client by Kofax Professional Services and using recommended hardware and not including "Solution Support Materials" support for which is addressed in the Solution Support Terms and Conditions. Non-Standard modifications to MarkView Programs are defined as changes, configurations and/or customizations to the MarkView Programs made by a party other than Kofax. Issues related to Non-Standard modifications may be reported to Software Support via normal support channels and Kofax Technical Support Analysts will diagnose and troubleshoot the issue. Please note: this may include requiring that the client reproduce the issue in a baseline environment (i.e. excluding the Non-Standard modifications). If a Non-Standard modification is determined to be the cause of an issue, Kofax Technical Support Analyst will inform the client and cease working on the incident. The client may wish to contact its Kofax Practice Manager to request a service engagement to further assist with resolution of issues associated with Non-Standard modifications. Customers access Support Web here. |
||
Contact Us