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Desktop Product Support
Kofax 90-day Product Support Warranty
Kofax 90-day Desktop Product Support Warranty provides customers with unlimited access to Kofax Desktop Technical Support for the first 90 days of Product Ownership. Access to Technical Support is limited to problems or issues experienced during installation, setup, configuration, reinstallation (not including data recovery) and during normal usage. Hardware configuration must meet the system requirements for the software. See the User’s Guide specific to the Kofax Desktop Software for system requirements. The 90-day Desktop Support Warranty is effective upon the earlier of product registration or activation.
Technical Support is available by telephone and web based “Question” based ticketing system. Each separate problem or issue reported to Technical Support is defined as a separate “Question”. All telephone and web based communications related to resolving that “Question” will fall under the single rate for that “Question”.
90-day Product Support Warranty Availability
90-day Product Support Warranty is available within the first 90 days of product ownership of the current versions of Kofax Desktop Software. The specific applications are OmniPage, PaperPort, Power PDF. Product Registration is required to receive the 90-day Product Support Warranty.
Support Post 90-day Product Support Warranty
Support is available for Kofax Desktop Software after the 90-day Product Support Warranty has expired at the per-Question rate listed below. Support post Product Support Warranty is only available for current and mature versions of Kofax Desktop Software. Mature versions are defined as the version number prior to the current version or the latest version number if it was released more than 2 years ago. Support is not available for Kofax Desktop Software that is considered Legacy. Legacy software includes products that are more than one version behind the current version or that have reached end of life.
From time to time, Kofax will release bug-fix only software updates to remedy issues with our Desktop products. Bug-fixes are provided free of charge as a download from within the Desktop Software and/or from the Kofax website.
Support Definition and Rates
Support “Question” Definition
Kofax defines a support Question as a specific, discrete issue that can be addressed by isolating its origin to a single cause. Kofax, in its sole discretion, will determine what constitutes a support Question. A support Question has reached resolution when the customer receives one of the following:
Information that resolves the issue
Information on how to obtain a bug-fix only software solution that will resolve the issue
Notice that the issue is caused by a known, unresolved issue or an incompatibility issue with the supported product
Information that identifies the issue as being resolved by purchasing an upgrade to a newer release of the supported product
Notice that the issue has been identified as a hardware equipment issue
Information that isolates issue to a third-party product, not supported by Kofax
Question opened through Web
based ticketing system
Question opened via phone call
Current Version Within 90-day Product Warranty
Current Version After 90-day Product Warranty
One Version older than current or latest version released more then 2 years ago
Version bundled under non-Kofax brand
(i.e with hardware, OEM release)
Two Versions prior to current or one version prior to two year old latest version