Kofax MarkView Solution Support Terms and Conditions

Kofax MarkView Solution Support Terms and Conditions:

Kofax Solution Support Services are provided for those licensed MarkView Programs and materials identified in a mutually executed agreement as being "Solution Support Materials." These terms and conditions are subject to change.

Solution Support:

With Solution Support, Kofax will troubleshoot problems related to Solution Support Materials and determine whether such problems represent a variance from agreed-upon design specifications as described in a client's MarkView Setup and Configuration Document (or such detailed design as otherwise mutually identified by the parties). If an issue arises from a variance from relevant design specifications, a client will be entitled to have Kofax resolve the problems associated with Solution Support Materials for an hourly charge plus payment of out of pocket expenses.

Solution Support will be provided through Support Web, the Kofax online support website. Solution Support addresses only problem correction. A client must purchase enhancements or functional changes to Solution Support Materials separately. If a client wishes to purchase enhancements or functional changes to Solution Support Materials, the client should contact their Kofax Practice Manager.

Solution Support Contact Information:

Clients will have 7 x 24 access to the Kofax online technical support knowledge database at Support Web. This database contains an extensive library of solutions to common client incidents and frequently asked questions/answers.

In the event that a client is not be able to resolve an incident with the information in the knowledge database, the client may contact Kofax for Solution Support during the business hours defined below via Support Web.

In the event that the Internet is inaccessible, Kofax 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. Only individuals from a client's organization who have been trained by Kofax in the proper use of the Solution Support Materials and pre-specified by the client will be allowed to contact Kofax support or be provided with accounts to access the online Support Web.

Solution Support Response Time:

For any communication from a client requesting Solution Support, Kofax's standard response times are based on the severity of the incident. The severity is defined by the client's categorization of the incident when completing the required fields in Support website. Please refer to the table below for definitions and response times for each severity level. Kofax reserves the right to modify the severity of an incident if a client has incorrectly categorized the incident in Support Web.

Severity Level	Environment	Functionality Loss	Users Impacted	Response Time
1	Production	Major	Many or All	1 Business Hour
2	Production	Major Minor or None	Few or None Any	2 Business Hours
3	Non-Production	Any	Any	4 Business Hours

All Severity Level One incidents logged on Support Web will trigger an alert in Kofax's paging system.

Business Hours are defined as Monday through Friday, excluding official Kofax company holidays, from 8 AM to 5 PM in the time zone in which client's corporate headquarters are located. For more information, please refer to the Kofax MarkView Support Contact and Business Hours Web page. Requests received outside of Business Hours will be considered received at the beginning of the next business day for purposes of the response time commitment.

Response times represent the maximum time it will take a Kofax's Technical Support Analyst to acknowledge receipt of a client's reported incident and begin diagnoses. The response times are not a commitment to resolution of the incident. In the event the resolution of the incident requires escalation to another Technical Support Analyst and/or to Kofax Professional Services Team, the Technical Support Analyst handling the incident will gather all required information and assign the issue to the appropriate resource.

Client's Escalation of Incidents:

A client may escalate an incident via Support Web. Escalation of Severity Level One incidents will trigger an alert in Kofax's paging system. Incidents may generally be escalated if the severity level of an incident increases and/or if the response time to an incident is deemed inadequate.

Exclusions:

Solution Support does not cover, (i) correction of database errors, (ii) operator training or training in general, or (iii) systems engineering services, programming and operations procedures of any sort. Solution Support is available only for Solution Support Materials as configured and delivered to the client by Kofax Professional Services, using recommended hardware and where the use of the Solution Support Materials is in the manner for which the materials were designed.

It is Kofax's strong recommendation that a client apply all system changes in a test environment and thoroughly tests all changes before migrating such system changes into a production environment. Please see the detailed list of steps outlined in Support Web. Before making any systems changes, a client may wish to contact its Kofax's Practice Manager to discuss options for analyzing the overall impact of any changes on the client's MarkView implementation.

Reinstatement of Solution Support Services:

If a client has failed to pay the Annual Solution Support Fees in prior year(s) and wishes to be reinstated in the Solution Support program, the client must pay the accumulated Annual Solution Support Fees for all years during which payment was not made.

Clients access Support Web here.