This Answer contains the Kofax Frontline Technical Support Process Manual.
The content in this Answer is EMPLOYEE ONLY, and is NOT to be shared outside of Kofax Employees.
Technical Support Process Manual
This answer outlines the processes and policies for Technical Support at Kofax. This answer will be updated periodically to reflect these changes.
Technical Support ensures customer satisfaction with a world-class support organization, providing timely, high-quality, high-value support to customers, business partners and internal consultants.
Service Level Agreements
All Technical Support contracts contain Service Level Agreements (SLAs), which specify a minimum-level of service that Kofax must meet. Further, some agreements may contain penalty clauses for failing to meet that level of service, including financial compensation. As such, it is vitally important for Technical Support to meet every SLA with every customer incident. A primary component of the core mission of Technical Support is to meet every SLA, regardless of customer, incident or external circumstances.
Moreover, Frontline Support must provide thoughtful, high-quality responses to customers, to drive incidents to resolution quickly. Each response must be formulated with the goal of resolving the incident, or at least obtaining all relevant information to enable resolution with the next response - and thus minimizing the number of correspondences required to resolve the issue.
A list of service offerings, and their specific terms and conditions is provided on the public website:
Technical Support will meet the Initial Response Time requirements per the customer SLA. The Support Web Portal calculates the due date and time based on the incident data submitted by the customer and the Service Level Agreement for the customer's organization.
These initial response times must be met at all times. If, for any reason, there is a risk that the Initial Response Time SLA will not be met, you must seek assistance from another Support Analyst or Technical Support Management immediately.
NOTE: All incidents must be responded to the customer.Even if special arrangements have been made (for example, immediate escalation to Product Development for certain beta products, or transfer to Consulting for custom projects), the Customer must receive a Response. This Response must at least inform the Customer of the special arrangement, but should include some troubleshooting steps and request for appropriate data. Technical Support still has a requirement to provide expert assistance.
If a customer has any questions about their service level and what that includes, would like information about changing the service package, or concerns about responsiveness or support quality at all, the Support Analyst should notify the Director of Technical Support or other Technical Support or Technical Services management.
Technical Support has a standard offering for customers on Gold or Silver who need coverage for an individual weekend. Customers should be directed to contact Technical Support Management.
Instructions for changing an organization's SLA are here.
Taking new incidents is known as Incident Triage, and is documented here.
Responses to Customers have specific goals, and should follow a strict format, as documented here.
Any telephone call and WebEx / Interactive Diagnostic Session will follow the standard Technical Support Telephone and WebEx Protocols as documented here.
A key component of troubleshooting any issue involves identifying any possible workaround to the issue, as a temporary or long-term measure. Parameters for workarounds are documented here.
On a daily basis, Senior Support Analysts and Technical Support Management will review incidents with Frontline Support. This process is documented here.
Requesting the involvement of Product Engineering follows a strict set of requirements and procedures, as documented here.
In some limited cases, an issue will need to be referred to Consulting Services, following the process and requirements documented here.
A core function in Product Support is the correct handling of defects / bugs and feature requests / enhancement requests. The process and requirements are documented here.
To provide optimal support to our Gold customers, and to handle any Production Down incident, there is an Oncall rotation, documented here.
Notify Technical Support Management as documented here.
Sometimes a customer will escalate an incident to Technical Support Management. Information regarding Customer Escalations is documented here.
When a Consulting Services team has completed a project engagement, there is a formal transition process, as documented here. Following the transition, Management provides an for the customer support contacts.
For any delivery of software that cannot be attached to an incident due to size, follow the process documented here. Employees can submit the .
For delivery of VRS sofware and keys, please consult the process .
All members of Technical Support will contribute to the Answer Knowledgebase, following the standards and process documented here.
All work by Technical Support is via the RightNow CSR Interface, documented here.
Consulting Practice Directors and Managers will maintain customer organization data through this interface:
Information regarding our forum for customers and users of MarkView
All customer contacts are required to have MarkView training, per the Technical Support Terms and Conditions. Learning Services maintains a list of training attendees here:
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All Support Analysts should be familiar with the customer experience of Kofax Technical Support, including the use of SupportWeb and all Kofax Technical Support policies, terms and conditions.
Technical Support processes for customers are documented here:
With a PDF of the guide available for download here:
MarkView Product OverView
An overview of the MarkView products has been created is available at the following location.