Technical Support for OnBase & ECM Solutions

Why Choose Naviant Support

Naviant’s Customer Care Group (CCG) 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 OnBase and other ECM solution implementations like Perceptive Capture by Lexmark and AnyDoc.

OnBase Support Provider

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As an OnBase Diamond Authorized OnBase Support Provider, Naviant has achieved the highest recognition from Hyland, creator of OnBase, for providing superior technical support to customers and maintaining a 95%+ customer retention rate for Maintenance renewals. Naviant’s Customer Care Group (CCG) maintains a dedicated help desk to provide the first line of support to receive and resolve support inquiries for all OnBase Enterprise Content Management (ECM) solution implementations. 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.

Customer Expectations

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.

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. You may view Naviant’s Tiered OnBase Support Options here.

Existing customers may view the provisions of their Naviant General Provisions Software SLA and their Naviant Hardware Preventive Maintenance Agreements here.

Full Service ECM Solutions Provider

Naviant sells and supports more than 5,000 individual pieces of scanning equipment within more than 1,500 public, private, and government organization. From professional-grade scanners to reader printers, Naviant has been recognized by our vendor partners for providing exceptional, award-winning service and customer satisfaction for more than 25 years.

Naviant also has a state-of-the-art Physical Records & Conversion Services Center to manage our clients physical documents for records storage and document conversion.

Contact Technical OnBase Support

Please visit our Customer Portal page for information on how to contact Naviant support for OnBase, AnyDoc, Perceptive Capture or other software and hardware related issues.

Contact Us

Call us at 888.686.4624 to have a conversation with one of our experts. Or, tell us a little about yourself so we can best meet your needs.
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