Kofax Certified Solutions Providers (CSPs) provide the first line of technical support to our user community. However, Kofax recognized that some users desired a direct relationship with the software vendor so they offered a fee-based per-incident service via Support Credits. The Support Credits service expired on 06/30/04.
A list of the most frequently asked questions and answers regarding the former Support Credit program are listed below. Users seeking additional options should contact our Inside Sales department via info@kofax.com.
How can I purchase Support Credits?
Kofax no longer offers Support Credits. The available support options for Ascent products are listed here. Or you may send an email to info@kofax .com for additional information.
Do I need to take Ascent Capture training before using Support Credits?
Ascent training is not required, but we strongly recommend taking the training to get a good understanding of the administration and operation of Ascent Capture.
Is there a time limit to use my Support Credits?
Support Credits purchased on or after 10/01/01 expired one year from the date of purchase. Support Credits purchased before 10/01/01 expired 06/30/04.
Are unused or expired Support Credits refundable?
No. The cost of unused Support Credits will not be refunded when the credits expire.
Can Support Credits be transferred to another company or location?
When Support Credits are purchased, the company address to which they apply must be specified. The Support Credits may only be used by employees of the company at that location. Support Credits cannot be transferred to another company after they have been purchased.
How can I monitor how the Support Credits I have purchased are being used?
You may contact Kofax Technical Support and request that we provide you an account of your Support Credit status.
The Kofax Capture / Ascent Capture Technical Support group is comprised of three subgroups (discussed on the Support Options Web page), whose members are knowledgeable in all aspects of the Kofax Capture / Ascent Capture product and Kofax / Ascent modules, including installation, configuration, operation and development. Each group receives ongoing product training from our Engineering department relating to the general Kofax Capture / Ascent Capture product and their specific area of expertise. These groups have in depth knowledge of networking, databases, hardware, and programming which they use when assisting all supported Kofax Capture / Ascent Capture customers.
The Kofax Capture / Ascent Capture Installation, Configuration, Operation, and Web product's Technical Support group can assist with installation and configuration of the base Kofax Capture / Ascent Capture products as well as troubleshooting problems that occur in production. They have lots of experience with installation problems, batch class setup, patch code and bar code problems, hardware key issues, OCR engines, MSDE etc. They provide support for the Ascent Xtrata and Kofax Capture Import Connector - Fax / Ascent Fax products. They also can assist with the Kofax Capture / Ascent Capture Web products such as the Kofax Capture Network Server / Ascent Capture Internet Server and the Kofax Capture Import Connector - Web Services / Ascent Collection Server. They can assist with installation or connectivity problems across LANs, WANs or the Internet.
For details regarding technical support available for all Kofax products, please review the current Support Overview & Options and Product Support Eligibility Matrix Web pages.
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