How to Increase ECM Team Efficiency

In the course of doing some work for one of our partners – we were asked to take a look at the existing workload for their ECM team.  This particular ECM team has done a great job maintaining and integrating ECM components from a variety of vendors.  As typical in such an environment – we found that everyone on the team had primary support duties for at least one component, and was involved in customer support issues or updating /enhancing one or more of the company’s ECM products on pretty much a daily basis.  Continue reading

Please Hold for 1 Hour…

Great support is a must for any business and Customer Service 101. Automated support is great if you want to pay a bill with a credit card or check the balance of an account, but when you have an actual issue you need assistance with, automated support is the LAST thing that I know I want. You call the number, have to start pressing buttons and then keep getting dumped into various queues, and then when you actually do reach someone, sometimes you explain your issue, and then you get transferred 10 times until you reach the right person. I honestly dread calling any company or organization where I know this happens, because I know it’s not just a quick 5-10 minute call. It always ends up being 30 minutes to an hour of my time at least!

That’s one of the things that I think is so awesome about the Support Team here at ImageSource. Our customer partners can put in a support ticket via the website with information about the issue they are having and a live human being from our Support Team will call them to help work through the issue. The team can chat with the customer over the phone or even set up a WebEx session to dial-in and see what’s going on. What’s even more wonderful about working with so many great organizations in the Olympia area, if the issue can’t be resolved over the phone and/or over a WebEx session, a technician can be onsite relatively shortly to assist. How cool is that?!

On top of all that, there is always someone from our Support Team on call 24/7. So if a customer partner has an issue in the middle of the night that needs immediate attention, someone is always on call if the need arises!

ImageSource’s Support Team is very knowledgeable on a number of different content management products, from capture software to eForms to records management and everything in between.

So if you’re having an issue, don’t be afraid to reach out. You’ll get to talk to a human and you won’t be put on hold for an hour…

Kristina Linehan
Account Executive
ImageSource, Inc.

What you need to know when migrating off Oracle IPM 10g

The last version of the Oracle IPM 10g product baseline reaches the end of Premier Support in just a couple of months. All previous versions including those from Stellent and Optika are no longer supported. I wanted to send along some information that might be helpful in understanding the Oracle support lifecycle, support dates, and some high level information about migrating off of the IPM 10g platform.

The Oracle Fusion Middleware Support lifecycle has three phases:
1) Premier Support – in this phase Oracle provides:
• New “dot” release versions with bug fixes and enhancements
• Standard break/fix patching
• Certifications for new database, operating systems, Office versions etc.
• Technical Support (phone/web/email)

2) Extended Support (additional support fees may apply) – in this phase Oracle provides:
• NO new “dot” release versions or enhancements
• Standard break/fix patching
• NO certifications for new database, operating systems, Office versions etc.
• Technical Support (phone/web/email)

3) Lifetime/Sustaining Support – in this phase Oracle provides:
• NO new “dot” release versions
• NO standard break/fix patching
• NO certifications for new database, operating systems, Office versions etc.
• Technical Support (phone/web/email) Continue reading