Hyland Technical Support update for Perceptive portfolio customers

Welcome Customers

Thank you for your patience and partnership as we migrate the portal-based technical support functions for the Perceptive portfolio of products to Community, Hyland’s customer portal. We are happy to share that phase one of the migration is complete, and Perceptive portfolio customers now have the option to submit technical support issues via Community.

See below to learn how to create your Community account and better understand what changes have been made to the portal-based support issue submission process.  

On behalf of the entire Hyland Technical Support team, we want to personally thank you for your steadfastness. Each of us is committed to your organisation's success, and we do not take lightly the opportunity to deliver the support experience you deserve. 

We’ll continue to provide updates, however, if you have any questions or concerns, please reach out to [email protected] 

Sincerely,

Ken Malone
SVP, Technical Support
Hyland


Tyler Shryer
AVP, Technical Support
Hyland

FAQs

What happens after I submit an issue?
Once a support issue has been submitted it is assigned to an available analyst for review and follow up to troubleshoot and resolve.

How do I submit supporting documents/screenshots?
If the providing of troubleshooting data is necessary, the engaged technical support analyst will provide information on how to access the Perceptive SFTP file transfer site.

Can I see what support requests I have in the system?
Yes. You can review your support issues in Community

Will the knowledgebase move to Community?
This project is still in progress; an update will be provided when we have additional information to share.

Can I request an upgrade or system activation code on Community?
This project is still in progress; until further information is provided please contact your assigned Technical Support Advisor for assistance.

Can I request product downloads on Community? 
Yes, you can download the Perceptive portfolio of products from Community.

Technical Support contact information 
Hyland Technical Support consists of more than 100 analysts and advisors who work in partnership to provide the best resolution within the shortest timeframe to ensure your solution remains accessible and valuable to your organisation. The issue submission process may be different compared to what you’ve used in the past; however, the people remain the same as does their commitment to your success. 

For help completing the Support Issue form, please contact us at [email protected]

For urgent support issues, you can still reach Technical Support for the Perceptive products via the Hyland Community.