Services

Software Support

Software We Support

Nationally recognized, Naviant has developed a strong reputation as a leading certified support provider for Hyland OnBase, Brainware, Kofax, Cardiff, and Digitech, as well as a variety of other ECM software solutions.

Why Choose Naviant Support

As an OnBase Diamond Authorized OnBase Support Provider & Gold Partner, Naviant has achieved the highest recognition from Hyland Software for providing superior technical support to customers and maintaning a 95%+ customer retention rate for Maintenance renewals.

Naviant's Professional Services Group (PSG) has extensive content management experience, and provides our customers a depth and breadth of support and technical expertise through an unparalleled team of quality, trained, and certified resource professionals.

Naviant maintains a dedicated help desk to provide the first line of support to receive and resolve support inquiries for all Enterprise Content Management (ECM) solution implementations.

Customer Expectations

Naviant customers are provided with a dedicated toll-free number to use when calling in for support, as well as a dedicated support email address to email support inquiries.

When contacting Naviant Support, the customer will be connected directly with a help desk technician, the issue will be logged into the Naviant's Support System, assigned a reference number, and the customer will receive an email confirmation for tracking purposes.

Naviant's standard response time objective is to respond to customer support inquiries within one hour during normal business hours; however, Naviant's response time protocol is not to exceed three hours for either callback phone support, remote access or onsite support to resolve the issue.

Additional Customer Benefits

As an Naviant customer, you are invited to attend Naviant's nationally recognized annual ECM Educational Conference which brings together customers, end-users, vendor partners, invited prospects, and Naviant resources to discuss industry trends, learn about new solution offerings, and recognize how to best leverage current investments in content management technologies.

The Conference focuses on critical business issues, case studies, and solution/industry-focused educational sessions designed to bring increased value to your organization by improving the effectiveness and efficiency of your operations.

In addition to the annual Conference, Naviant Support also hosts educational webinars and provides a quarterly publication to keep customers informed on troubleshooting and everyday tips, as well as what's new with solution evolution.

Diamond OnBase Support Provider

Naviant Support Level Agreements

Naviant affords our customers a structured, multi-tiered approach to solutions support via Support Level Agreements (SLAs) that meet a customer's system and business needs.

Priority and after-hours support is available, depending on the customer's Support Level Agreement, and can provide for immediate assistance outside of normal support hours. Detailed specifications on the tiered support options available with Naviant Support Level Agreements are available upon request.

Naviant's Tiered Support Options are available as a PDF in the "More on Naviant OnBase Support" section at the bottom of this web page.

Quote Request

You may request more information or a quote by calling 888.686.4624 or by using the "Request a Quote" button in the upper right-hand portion of this page.