Verbella Software Maintenance and Support
Maintenance and Support Services Terms and Conditions
Verbella provides Software Maintenance and Support for all of it’s 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 Kofax life-cycle polices and End of Support / End of life Dates can be found HERE
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.
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
8am ET to 6pm ET Monday – Thursday and
8am ET to 5pm ET on Friday.
Support requests received after 4pm may roll over to the following day.