Kofax Technical Support Overview |
Support Before You Buy |
Our Inside Sales department is an available resource before you purchase Kofax products. The Inside Sales team works with our regional sales managers and regional sales engineers as well as with the Certified Solution Provider reseller channel. They also manage our product demonstration center in Irvine, California, which is available on a reservation basis. Our knowledgeable sales staff can answer questions about Kofax products and for Kofax / Ascent products, and can connect you with a Certified Solution Provider in your area. They can provide information regarding options, capabilities, configuration, and pricing. They can also help with formal responses to RFP's and RFI's. Click here for contact information for pre-sales support from the Kofax Inside Sales Group. Our Professional Services Group is also available to assist in more complex endeavors in support of your project. Support After You BuyThe support you receive will depend upon the Kofax product you purchased and the functionality you are using. The information below contains details regarding the after sales support available. |
Kofax Supported ProductsKofax / Ascent Capture ProductsThe Kofax / Ascent product line is sold through a Value Added Reseller channel. Kofax refers to these resellers as Certified Solution Providers or CSPs. In addition to selling, installing and configuring Kofax / Ascent products, the CSP's role also includes providing post sales technical support. Kofax recommends that end users with Kofax / Ascent products should contact their CSPs who are trained and prepared to assist with any technical issues that arise during or after implementation. The CSP is a better source of support for end users because they have knowledge of the customer environment, additional system components and applications, can offer customization and integration services and provide on-site service. If you are a customer and need more information on who your CSP is so that you can obtain technical support, please contact Kofax Inside Sales Support. They can assist you in determining which CSP you should be contacting for support. Or, if you know who your CSP is and are not happy with the support you are receiving, please contact Kofax Inside Sales Support to discuss options. Kofax Capture / Ascent Capture Support The Technical Support groups which support the Kofax Capture / Ascent Capture products, are comprised a number of subgroups, whose members who 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. Kofax Capture / Ascent CaptureThe Technical Support groups which supports the Kofax Capture / Ascent Capture Installation, Configuration, Operation, and Web products, 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, Kofax Capture Import Connector - Fax / Ascent Fax and Kofax e-Transactions 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 Kofax Capture Import Connector - Web Services / Ascent Collection Server. They can assist with installation or connectivity problems across LANs, WANs or the Internet. Kofax Transformation ProductsThe Technical Support groups which support the Kofax Transformation products can assist with problems related to Kofax Transformation Modules, Ascent Xtrata Pro, INDICIUS and Ascent Advanced Forms. They are trained on these Kofax created Kofax Transformation products which are designed to expand on the basic Kofax Capture / Ascent Capture application. Kofax Front Office Server / Business Interaction ServerThe Kofax Front Office Server / Business Interaction Server Support groups are knowledgeable in all aspects of the Kofax Front Office Server / Business Interaction Server product, including installation, configuration, operation and development. They receive ongoing product training from our Engineering department relating to the general Kofax Front Office Server / Business Interaction Server product and their specific area of expertise. They have in-depth knowledge of networking and programming which they use when assisting all supported Kofax Front Office Server / Business Interaction Server customers. Kofax Document Exchange ServerThe Kofax Front Office Server / Document Exchange Server Support groups are knowledgeable in all aspects of the Kofax Front Office Server / Document Exchange Server product, including installation, configuration, operation and development. They receive ongoing product training from our Engineering department relating to the general Kofax Front Office Server / Document Exchange Server product and their specific area of expertise. They have in depth knowledge of networking, hardware, and programming which they use when assisting all supported Kofax Front Office Server / Document Exchange Server customers. Developer Support for:Kofax Capture / Ascent Capture Custom API's, Panels, & Release ScriptsThe Technical Support groups which supports the Kofax Capture / Ascent Capture developer tools can assist with all programming APIs within Kofax Capture / Ascent Capture products and with problems related to release scripts that are written, distributed , and supported by Kofax. They are trained developers who can speak to developers at their level. They are also trained on each release script and have limited experience with back-end applications such as Hummingbird DM or IBM Content Manager.. They have extensive knowledge of programming practices and principles as well as extensive knowledge of the Ascent APIs. They can help programmers with validation or recognition scripting as well as custom panels, modules, release scripts and input scripts. Our developer support group is trained on the latest technologies and can assist customers using Visual Basic, C++, JAVA, VB.NET and C#. |
Kofax Image Processing ProductsThe Kofax Image Processing products, Kofax VirtualReScan, Kofax Document Scan Server, Kofax Adrenaline boards/runtimes, and Kofax ImageControls, are available from Kofax resellers, system integrators, VAR's, dealers, and ISV's. Kofax Image Processing Products Technical SupportSome technical support for Kofax Image Processing products may require product registration, a maintenance agreement, an additional support contract, and/or a fee-based support purchase. Each Kofax Image Processing product's support requirements are described below. Click here for information on obtaining support for these products. The Technical Support groups which supports the Kofax Image Processing products, are comprised of members who are knowledgeable in all aspects of Image Processing product's installation, configuration, operation and development. They receive ongoing product training from our Engineering department relating to the general Image Processing Products and their specific area of expertise and have in-depth knowledge of PC hardware compatibility, SCSI adapters, and ISIS and TWAIN drivers, scanning technology, image processing, and programming which they use when assisting all supported Image Processing product customers. Installation, Configuration, & Operation Support for:Kofax VirtualReScanThe Technical Support groups which supports the Kofax VirtualReScan (VRS) product, are skilled in all aspects of PC hardware compatibility, including Kofax controllers and drivers, SCSI adapters, and ISIS and TWAIN drivers. Click here to review the two types of support provided by Kofax for allnon-legacy VirtualReScan releases including General and OEM. Kofax DesktopSupport for the Kofax Desktop product is available via the Kofax Desktop Forum. Click here to reach the Kofax Desktop Forum. Please note, there is no telephone or Web-based support available for the Kofax Desktop product, however Kofax Desktop articles can be located in the Kofax Knowledgebase. Kofax ExpressWeb-based Technical Support for the Kofax Express product is included for all registered customers who have a current Kofax Express maintenance agreement. The Technical Support groups which support the Kofax Express product, are knowledgeable in all aspects of the Kofax Express product's installation, configuration and operation. This group has in-depth knowledge of PC hardware compatibility, SCSI adapters, and ISIS and TWAIN drivers, scanning technology, and VirtualReScan technology, which they use when assisting all supported Kofax Express product customer's. In addition, this group receives ongoing product training from our Engineering department relating to the Kofax Express Product. Kofax Adrenaline BoardsThe Technical Support groups which support the Kofax Adrenaline boards/runtimes products, are skilled in all aspects of PC hardware compatibility, including Kofax controllers and drivers, SCSI and video scanner interfaces, and ISIS and TWAIN drivers. Click here to review the two types of support provided by Kofax for all non-legacy Kofax Adrenaline boards. Developer Support for:Kofax ImageControls ToolkitThe Kofax ImageControls Toolkit developer support groups are skilled in Visual Basic, Visual C++, and .NET languages. They have extensive knowledge of programming practices and principles as well as extensive knowledge of the Kofax ImageControls Toolkit and can assist developers in building their custom imaging applications. Our engineers can also point developers to source code samples on the Kofax Web site. Click here to review the two types of support provided by Kofax for all non-legacy Kofax ImageControls products. |
Kofax Business Communications ProductsThe Technical Support groups which support the Kofax Business Communications (formerly TOPCALL) products, are comprised of members who are knowledgeable in all aspects of Kofax Business Communications hardware and software, including installation, configuration, operation and development. Each group receives ongoing product training from our Engineering department relating to the general Kofax Business Communications products. These members have in-depth knowledge of networking, mail platforms, hardware, and operating systems which they use when assisting all supported Kofax Business Communications customers. |
MarkView Financial Process Automation SuiteThe Technical Support team which supports the MarkView Financial Process Automation Suite products, is comprised of members who are knowledgeable in all aspects of MarkView Financial Process Automation Suite products. These Technical Support members are are constantly populating the Knowledge Database with detailed answers, troubleshooting guidelines, best practices and they are skilled at providing flexible and responsive technical support for the MarkView Financial Process Automation Suite products. |
Kofax "No-Charge" and "Fee-Based" Support Details
For additional details, click here to review the Kofax Technical Support No-Charge and Fee-Based Support options available. |
Kofax Web SiteThe Kofax Web site contains a Technical Support section that is kept up to date with all Kofax products, including breaking news on product issues, application notes, Frequently Asked Questions (and answers!), documentation and downloads Web pages . This site is available 24 hours a day, seven day a week, and is available to Kofax partners and end-users alike. Kofax Knowledgebase(s)The Kofax Knowledgebases are searchable databases comprised of Kofax product related technical articles. These Knowledgebases contains thousands of Kofax product articles created by members of the Kofax team.
Kofax Web-based Support
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Kofax Technical SupportClick here to review the available contact options for all Kofax Technical Support locations. |
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