Kofax MarkView Service Packages

Below is a summary of the Software Support Service Packages offered by Kofax. For details on Terms and Conditions please click here.

Please note, these Technical Support Service Packages are subject to change and customers are encouraged to check back with this website on a regular basis to view the most recent offerings.

Silver Support Package

The Silver Support package is the base package and includes key items such as 7 x 24 access to the Support Web Knowledge Database of answers and troubleshooting guidelines, as well as 5 x 9 web support1 - http://support.170systems.com. Here is a list of the full range of services available with the Silver Support Package:

  • 7 x 24 Access to Online Knowledge Database
  • 5 x 9 Web Support for MarkView Products
    • Mon-Fri (8 AM to 5 PM)1
    • Note: In the event that the Internet is inaccessible, MarkView provides a dedicated voice mail system, which can be reached by calling 800-788-6170 in North America and +44 0208 610 6709 in Europe.

      1 Support coverage times and time zone coverage may vary depending on the details in your Software License and Services Agreement with MarkView.

  • Response Times
    • For any form of communication requesting Software Support, Kofax standard response times are based on the severity of the incident. The severity is defined by the user's categorization of the incident when completing the required fields in the online technical support website at http://support.170systems.com. Please refer to the table below for definitions and response times for each severity level.
Severity Level
Environment
Functionality Loss
Users Impacted
Response Time
1
 Production Major Many or All 1 Business Hour
2
 Production Major
Minor		 Few or None
Any		 2 Business Hours
3
 Non-Production Any Any 4 Business Hours
4
 Account Requests N/A One 1 Business Day Eastern
4
 Enhancement Requests None Any Periodic Review

 

Gold Support Package

The Gold Support Package includes everything you get with Silver, plus expanded support coverage, including:

  • 5 x 24 Web Support for MarkView Products (Monday through Friday)
  • 5 x 24 support begins at 12:00 AM on Mondays and ends at 11:59 PM on Fridays
  • Response Times
Severity Level Environment Functionality Loss Users Impacted Response Time
1 Production Major Many or All 1 Hour
2 Production Major
Minor		 Few or None
Any		 2 Hours
3 Non-Production Any Any 4 Hours
4 Account Requests N/A One 1 Business Day Eastern
4 Enhancement Requests None Any Periodic Review

 

  • Requests received on the weekend will be considered received at the beginning of the next business day for purposes of the response time commitment.
  • Gold Support is not a commitment to work on any open support incident on a 5 x 24 basis. Rather it provides clients the ability to log incidents, and receive initial responses from Technical Support on a 5 x 24 basis, with critical, major production issues worked aggressively beyond typical business hours.

Health Checks

Kofax Technical Support offers on site health checks. These can be purchased individually. The Health Check is a two day site visit, typically led by Kofax Technical Support with the intention of achieving some or all of the following goals:
  • Review and work to resolve list of open issues and/or put action plan in place to resolve issues
  • Review versions client is running and make recommendations for appropriate/supported versions of MarkView and third
  • party components - including recommendations for patches and hotfixes
  • Review installation, configuration and architecture of MarkView and make recommendations for best practices
  • Review functional use of the system and identify any errors, issues, etc. - and make recommendations for best practices
  • Work with client to help them appropriately leveraging support knowledge base, tools and troubleshooting techniques
  • Identify any technical/functional training needs
  • Discuss client's future plans for ERP/MarkView and make recommendations for upgrades, new releases, etc.
    • NOTE: For all Health Check and Support Site visits, client is expected to pay travel and lodging expenses
    • Additional Terms and Conditions apply

Weekend Coverage

Need weekend support, but don’t have one of our enhanced support packages? You can purchase weekend support for a one time fee, plus hourly rates. Contact Kofax Technical Support or your Practice Manager for details.

For more information about these Service Offerings, including pricing and availability, please contact a Kofax Practice Manager or Technical Support Management (located in the Support Escalations section of the Kofax MarkView Support Contacts Web page).

Customers access Support Web here.