Our goal in Support is simple: help you resolve issues as quickly and effectively as possible. That process works best when we can collaborate with you—asking questions, requesting details, and confirming whether solutions work in your environment.
To deliver a high level of support, our analysts need to stay focused on active, high‑priority issues. Timely responses help us move cases forward, reduce delays, and avoid a backlog of stale or inactive tickets that can distract from supporting you and others.
You can help us succeed by replying promptly when our team reaches out with questions or proposed solutions. If you’ll be out of the office, need extra time to validate a solution, or are gathering requested details, just let us know—communication helps us keep your case active and aligned with your timeline.
We may close a case due to no response after 3+ attempts over several business days. If a case is closed due to no response, you’re always welcome to reopen it or submit a new case when you’re ready to continue working on the solution with us.
If you have feedback or just want to talk about Technical Support for Hyland's Nuxeo product, please feel free to share it here or contact me directly. We are in a continuous journey to provide rapid, high quality support and we are grateful for your partnership.
Kyle Young AVP, Technical Support - Nuxeo
kyle.young@hyland.com
