Kofax Web-based Support

Kofax Web-based Support

Kofax Customer Portal
The Kofax Customer Portal is now the online case submission and tracking method available 24x7 for Kofax - Americas customers which allows eligible contacts to enter new Web based support Cases, receive responses to their existing Kofax Customer Portal support Cases, and review their existing Kofax Customer Portal support Case history online.
Kofax Web Incident Management System (WIMS)
WIMS was disabled on March 01, 2010. If you had an unresolved Incident, contact Kofax Technical Support Americas to obtain your new Case number.
Kofax EMEA Web-based Support
Online case submission and tracking method available 24x7 for Kofax - EMEA customers which allows eligible contacts to enter new Web based support incidents, receive responses to their existing Web-based support incidents, and review their existing Web-based support incident history online.
Kofax Communication Server Support (EMEA)
Online case submission and tracking support for Kofax Communication Server (formerly TOPCALL) products.
MarkView Financial Process Automation Suite Web Support
Online case submission and tracking method available 24x7 for MarkView customers which allows eligible contacts to enter new Web based support incidents, receive responses to their existing Web-based support incidents, and review their existing Web-based support incident history online.

Changes Coming to Kofax Web-based Support

Stay tuned here for late breaking updates!

Kofax Technical Support is converting our numerous case tracking systems to a single platform called salesforce.com. When the migration is complete, all Kofax customers will use the same Web interface to submit and track Kofax Support cases.

The rollout will be accomplished in a phased approach based upon the following schedule.

Date

Region

Details

January 04, 2010

Americas
(Exception MarkView products)

Kofax Technical Support has converted our case tracking system to salesforce.com on January 04, 2010 for all customers in the Americas region.

To open a Web-based support Case, please use the Kofax Customer Portal. WIMS was disabled on March 01, 2010. If you had an unresolved Incident, contact Kofax Technical Support Americas to obtain your new Case number.

April 05, 2010

EMEA and Asia
(Exception MarkView products)

With the exception of MarkView customers, all customers in this region will use the Kofax Customer Portal in place of BrainConnect Web portal.

TBD*

All
(Including MarkView products)

MarkView customers will use the Kofax Customer Portal in place of RightNow Web portal.

*We will continue to provide updates and information to our MarkView customers as we get closer to finalizing a date for the transition.

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