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Maintenance Support

We are certified IBM ECM and Kofax Support Providers that provides timely, reliable and cost-efficient technical assistance to our clients. In order to maintain our provider status, we have to continuously be trained and certified in new products and enhancements. Support contracts are available through an annual renewable maintenance contract or on an as-needed basis through a pre-paid block hours. We follow the standard IBM FileNet and Kofax support agreement and provide support for both IBM ECM and Kofax base products as well as custom application.

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Standard Support

The cornerstone of Softech’s customer support program is our Standard Support agreement that provides free maintenance releases and expert troubleshooting and the answers you need to ensure smooth installation, configuration and efficient operation of your systems. Our expert technical support is available via phone during regular business hours (9 AM – 5PM Pacific Time zone). We provide first and second level support to our clients. When needed, we will escalate to IBM or Kofax customer support for third-level support.

Extended-hours Support

Extended support is available as an extension to the Standard Support agreement. We provide both after-hour and weekends support.

Special Support

A number of IBM FileNet clients who are running on older versions of FileNet product that are no longer supported by IBM. These clients are either in the process of upgrading their old FileNet systems to P8 or migrating to another platform. As such, they need interim support during the transition. Softech specializes in providing technical support for these products to aid the clients with a smooth transition.

Application Support

Softech also specializes providing applications support for custom applications that were developed by clients or third party vendors. We also provides development support for customer’s developers.

Administration Support

Softech provides system administration support for clients who do not have in-house IBM or Kofax system administrator. The support can be short term or long term, remote or onsite.

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