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.
The 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.
The 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.
The Technical Services - Americas group which supports the Kofax Capture / Ascent Capture products, is 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.
The Technical Services - Americas group 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.
The Technical Services - Americas group which supports 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.
The Kofax Business Interaction Server Support group is knowledgeable in all aspects of the Kofax Business Interaction Server product, including installation, configuration, operation and development. They receive ongoing product training from our Engineering department relating to the general Kofax 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 Business Interaction Server customers.
The Kofax Document Exchange Server Support groupis knowledgeable in all aspects of the Kofax Document Exchange Server product, including installation, configuration, operation and development. They receive ongoing product training from our Engineering department relating to the general Kofax 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 Document Exchange Server customers.
The Technical Services - Americas group 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#.
The 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.
Some technical support for Kofax Image Processing products may require product registration, a maintenance agreement, and/or an additional support contract. Each Kofax Image Processing product's support requirements are described below. Click here for information on obtaining support for these products.
The Technical Services - Americas group which supports the Kofax Image Processing products, is comprised of two subgroups, whose members are knowledgeable in all aspects of Image Processing product's installation, configuration, operation and development. Each group receives ongoing product training from our Engineering department relating to the general Image Processing Products and their specific area of expertise. These groups 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.
Telephone and Web-based Technical Support for the Kofax VirtualReScan product is free of charge for all VRS customers.
The Technical Services - Americas group which supports the Kofax VirtualReScan (VRS) product, is skilled in all aspects of PC hardware compatibility, including Kofax controllers and drivers, SCSI adapters, and ISIS and TWAIN drivers.
Support 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.
Web-based Technical Support for the Kofax Express product is included for all registered customers who have a current Kofax Express maintenance agreement.
The Technical Services - Americas group which supports the Kofax Express product, is 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.
Telephone and Web-based Technical Support for the Kofax Document Scan Server product is free of charge for all registered customers who have a current maintenance agreement.
The Technical Services - Americas group which supports the Kofax Document Scan Server product, is skilled in installation, configuration, and operation of the Kofax Document Scan Server product. They have in-depth knowledge of networks, scanners, and DSS hardware configuration and compatibility.
The Technical Services - Americas group which supports the Kofax Adrenaline boards/runtimes products, is skilled in all aspects of PC hardware compatibility, including Kofax controllers and drivers, SCSI and video scanner interfaces, and ISIS and TWAIN drivers.
Telephone and Web-based technical support for the Kofax Document Scan Server SDK product is free of charge for all registered customers who have a current maintenance agreement for those who wish to customize the DSS or integrate it into other applications using the DSS SDK API.
The Technical Services - Americas group which supports the Kofax Document Scan Server product developers, can assist with the SDK provided with the Kofax Document Scan Server. They are trained developers who can speak to developers at their level. They have extensive knowledge of programming practices and principles as well as extensive knowledge of the Document Scan Server's SDK. Our developer support group is trained on the latest technologies and can assist customers using C++, JAVA, VB.NET and C#.
Telephone support for the Kofax Image Controls Toolkit requires an Alliance Technical Support contract. Web-based support for this product is available free of charge to all customers. Purchase of the Kofax ImageControls software includes four months of Kofax Alliance Technical Support, including phone support.
The Kofax ImageControls Toolkit developer support group is 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.
The Technical Services - Americas group which supports the Kofax Business Communications (formerly TOPCALL) products, is 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.
The 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.
The Kofax Knowledgebase is a searchable database comprised of Kofax product related technical articles. The Knowledgebase contains thousands of Kofax product articles created by members of the Kofax team.
You can search for information contained in this database by Product, Product/Version, Product/Category, or Product/Version/Category. You can also search for issues related to all scanners or specific makes or models. Narrow your search by adding keywords to any combination or against the whole database. If not much or not enough data is returned from a given set of search criteria, you can modify your search criteria and try again. For details regarding the search criteria, please reference the Knowledgebase Support Tips Utility Note document.
There is currently no login to the Kofax Knowledgebase since these articles are provided for everyone's access. Once you reach the Knowledgebase, you can immediately begin your search.
The technical support available from Kofax is described below.
The Kofax Technical Services - Americas Kofax Capture / Ascent Capture and Image Processing product's telephone support center is staffed from 6:00 am to 5:00 pm Pacific Time Monday through Friday. After-hours support is available to companies who have purchased extended support contracts.
Limited after-hours support is available to assist with Kofax / Ascent product licensing and registration issues. There is also a Temporary Kofax Capture / Ascent Capture Activation Code utility available on this Web site which can correct the majority of license issues. Click here to move to this Temporary Kofax Capture / Ascent Capture Activation Code Web page. If this Web page's utility does not correct the problem, please select the licensing option from the Kofax phone menu if you have an after hours licensing issue and once you leave a message, a support engineer on call will be notified to call you back.
The Kofax Technical Services telephone menu options are described in detail here.
The Kofax Technical Services - Americas Business Communications product's telephone support center is staffed from 6:00 am to 5:00 pm, Pacific Time, Monday through Friday. A current maintenance contract is required for all Kofax Business Communications / TOPCALL product's telephone and Web-based technical support
Kofax Technical Services - EMEA telephone support can be obtained by contacting your Kofax subsidiary (click here for list). Kofax - EMEA hours of operation are from 8:30 am to 5:30 pm, Central European Time, Monday through Friday.
Kofax Technical Services - Asia telephone support can be obtained by contacting your Kofax subsidiary (click here for list). Kofax - Asia hours of operation are from 8:30 am to 6:00 pm, GMT + 8, Monday through Friday.
As of October 1, 2005 Technical Services - Americas discontinued email support for all Kofax products. We recommend that you use our Online Support option, described below, to electronically submit and track your support incidents through our Web-based Incident Management System (WIMS) described below.
Kofax Technical Services - EMEA email support can be obtained sending emails to support-emea@kofax.com.
Kofax Technical Services - Asia email support can be obtained sending emails to support.dicmy@kofax.com.
A Web-based Incident Management System (WIMS) is available for Kofax - Americas customer's by submitting incidents on-line. The WIMS system allows eligible contacts to enter new Web based support incidents, receive responses to their existing WIMS support incidents, and review their existing WIMS support incident history online. WIMS is available for incident submission 24 hours a day, seven days a week. Once a new incident has been submitted, the eligible contact should receive an update notification via email within one business day (excluding Kofax holidays) of their WIMS submission.
Currently, Kofax Technical Services - EMEA does not offer online support.
Currently, Kofax Technical Services - Asia does not offer online support.
Support Credits are no longer offered. All unused support credits expired on or before 6/30/2004. To read more about Support Credits, please review the Support Credit FAQs.
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