Verbella Software Maintenance and Support
Verbella Software Maintenance and Support Services Terms and Conditions
Verbella provides Software Maintenance and Support for all of its developed products provided that an active support contract is in place. Verbella provides services and product updates that assist you in realizing the full value of your Verbella Software products. Full Terms and Conditions can be found HERE.
Information on Tungsten Automation (formerly Kofax) life cycle polices, and End of Support / End of life Dates can be found HERE.
Support Process
Initial response time represents the maximum time it takes a Verbella Technical Support Analyst to acknowledge receipt of a customer’s reported Case and begin diagnosis. The assigned Support Analyst works the case jointly, with the customer, to identify an acceptable workaround or resolution of the issue. If the resolution of the Case requires escalation to another Technical Support Analyst, the Technical Support Analyst handling the Case gathers all required information and assigns the Case to the appropriate resource. A customer can escalate a Case at any time, whenever the customer thinks the Case needs additional attention.
Response Commitments
Verbella Technical Support prioritizes its Caseload based on the Case Priority set by the Customer and validated by Verbella Technical Support. The priorities and the Initial Response Times are defined in the table to the Right.
Standard Support Hours
8 A.M. ET to 6 P.M. ET Monday – Thursday and
8 A.M. ET to 5 P.M. ET on Friday.
Support requests received after 4 P.M. may roll over to the following day.
