July 21, 2017
To our customers,
Hyland recently announced the completion of our acquisition of the Perceptive business unit of Lexmark International, Inc., including your information management software solution. As previously communicated, Hyland and Kofax are working closely to complete the process of demerging you from the Kofax Customer Portal.
On behalf of the Hyland Technical Support team, we want to take this opportunity to thank you for your business and express our commitment to providing unparalleled support for your solution.
We understand that there has been a significant change the past few weeks as your solution’s support functionality moved from the Lexmark Enterprise Software Customer Portal to the Kofax Customer Portal. We realize the transition has been difficult for some, but want to let you know that we’re diligently working to improve your experience.
We apologize for any inconvenience that you may be experiencing accessing the Kofax Customer Portal, and want to reiterate that the situation is temporary. We are currently working through the backlog of outstanding login issues and anticipate all issues to be resolved by start of business Monday.
As Hyland executes our Perceptive business unit transition plan, we ask that you please continue to use the Kofax Customer Portal for all support requests. When the time comes to transition to Hyland’s technical support portal, we will communicate with you directly.
In the meantime, if you have any questions, please reach out to your account manager or open a support case via the Kofax Customer Portal. We’ve also created a dedicated webpage for our new customers where you’ll find FAQs, a welcome video from Hyland CEO and President, Bill Priemer, and product-specific customer messages.
Thank you for your patience.
Vice President, Hyland Global Technical Support
Vice President, Hyland Perceptive Technical Support