Hyland’s technical support

Maximize your Hyland solution with Success Paths, Hyland’s technical support program. Designed to offer the best-fit for personalized support and guidance, Success Paths helps you at any stage of your journey.

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Success Paths

You have access to technical support through Hyland’s Success Paths. Offering three levels of engagement — Digital, Premier and Signature — you can get the support you want at any stage of your Hyland journey.

Digital Success Path

You are enrolled in the Digital Success Path as part of your subscription or software maintenance agreement.

Benefits include:

  • Dedicated support phone line available 24 hours a day, every day of the year
  • Self-guided and peer-to-peer connection through digital tools within Hyland Community
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Premier Success Path

In addition to all the benefits of our Digital Success Path, the Premier Success Path provides targeted support commitments, proactive guidance and troubleshooting from experts, and discounted training and events.

Support

Access priority service level targets (SLTs) for quicker technical support responses and engagements online and over the phone with an (800) phone number that’s always available.

Coaching

Receive personalized and strategic coaching, technical guidance and support in optimizing your Hyland solutions from business and technical experts at Hyland.

Training

Take advantage of discounts for Hyland University training courses, as well as passes to attend TechQuest (Hyland’s technical conference) and main conference passes to attend CommunityLIVE (Hyland’s annual user event) to enhance your knowledgebase.

Leverage the Premier Success Path for:

  • Premium support with faster response times and more frequent updates
  • Accelerated engagement to reach issue resolution faster
  • Specialized guidance and proactive coaching specific to your organization
  • Bundled discounts on training, certifications and conferences
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Signature Success Path

In addition to all the benefits of our Premier Success Path, the Signature Success Path provides comprehensive coverage, designated technical account management and expedited responsiveness.

Support

Access the highest-priority service level targets (SLTs) for the fastest technical support responses and engagements both online and over the phone via the (800) phone number that’s always available.

Designated technical account manager (TAM)

Leverage a primary technical point of contact who brings in-depth knowledge of both your business and technical environments to the partnership.

Training

Take advantage of larger discounts for Hyland University training courses, as well as more passes to attend TechQuest (Hyland’s technical conference) and main conference passes to attend CommunityLIVE, Hyland’s annual user event for all solutions.

Leverage the Signature Success Path for:

  • The fastest, most comprehensive technical support coverage and response times
  • Minimized disruption to your day-to-day operations and expedited resolution to issues
  • A designated TAM as your advocate and strategic and technical advisor
  • One-on-one planning for key events such as upgrades, go-lives, expansions and technical requirements
  • Maximum discounts on all training and certifications
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Compare Success Paths

  Digital Premier Signature
Community and online tools ✓ ✓ ✓
Technical support Online, phone Online, phone Online, phone
P1–P2 issue response time   60 minutes 30 minutes
P3–P4 issue response time   1 business day 1 hour
P5–P6 issue response time   2 business days 4 hours
P1–P2 issue update frequency   Business hourly Constant bridge
P3–P6 issue update frequency   2 business days Business daily
Technical account management   Limited Designated
Expert coaching   ✓ ✓
Premium subscription   ✓ ✓
Hyland University Logo certification passes   2 4
 CommunityLIVE logo main conference passes   2 4
TechQuest logo badges   2 4
Additional training discounts   25% 50%

Reach out to your Hyland Account Team to learn more and take your first step down a designated Success Path today.

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