Hyland Technical Support update for Perceptive portfolio 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.  

• Instructions to create a Hyland profile and access your Community account 
• Overview of the new technical support issue submission process 
• FAQs
• Technical Support contact information 

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 organization'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

I received an email  announcing the technical support issue submission migration is complete.

• Open this link and enter the email address associated with your profile – the one where you received the email.
• Open the subsequent email from Hyland 
• Click the link and follow the prompts to set your password
  
  • Please note: Any prior credentials associated with Perceptive, Lexmark and/or Kofax portals were not ported over for use with Hyland Community. If you recently joined Community there is no need to create a new profile.

I did NOT receive an email announcing the technical support issue submission migration is complete.

• Open this link to complete and submit the Profile application
• Open the subsequent email from Hyland to verify your email address
• Upon verification, Hyland will approve the application within 48 business hours
• Once your application is approved, you will receive a welcome email
• Follow the link in the message
• Select the green Log In button
• Add your newly created Hyland profile credentials and confirm  the terms and conditions
• Please note: Any prior credentials associated with Perceptive, Lexmark and/or Kofax portals were not ported over for use with Hyland Community. If you recently joined Community there is no need to create a new profile.   

How to submit a support issue via Community  

• Click the orange Create Support Issue button in the upper right corner, which is visible on every page within Community
• Select Perceptive as your system type
• The issue type, company name and contact information fields are pre-populated based on your login credentials
• Provide details of your support issue, including system type, functionality, environment, issue details and troubleshooting steps
• Indicate the best way to contact you
• Submit the form
• Once the form has been submitted, the support issue is assigned to an available analyst for review and follow up to troubleshoot and resolve  

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. For more information, review this help article.

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 organization. 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 phone.