OpenText Content Manager Support

Australian support with records and technical expertise

When Content Manager slows down or stops, so does everything that depends on it: correspondence, approvals, Freedom of Information requests, audit evidence, the lot. You need someone who can pick up the phone, understand the problem in the first few minutes, and fix it properly.

That is what WyldLynx support is. We are a Brisbane-based OpenText Gold Partner, and we have been supporting Content Manager, and its earlier lives as TRIM, HP TRIM, HP Records Manager, HPE Content Manager and Micro Focus Content Manager, for government agencies, councils, universities, health services and regulated businesses across Australia and New Zealand since 2009. Our support desk is in Australia, our engineers work on Content Manager every day, and our response times are published on this page rather than hidden in a brochure. Looking for support on something other than Content Manager? See our application support page.

What our Content Manager support covers

Content Manager is one application, but it touches a lot: a database, workgroup servers, search indexes, a web client, Office and Outlook integrations, Microsoft 365, workflow, security and retention schedules, and the people who use all of it. A support partner who only covers one of those layers leaves you to coordinate the rest.

We investigate issues across the application and its connected environment. The scope and responsibilities are agreed in your support plan. This can include:

End user and administrator help. "How do I" questions, access and security issues, classification and container problems, search, workflow, and everything else that lands on your records team's desk.
The technical stack. Workgroup servers, the Content Manager database, event processing, document stores, IDOL and content indexing, the web client, Office and Outlook add-ins, and service accounts.
Integrations. Microsoft 365, SharePoint and Teams, DocuSign for Content Manager, scanning and line-of-business systems, and the WyldLynx SmartTools.
Upgrades, patches and hotfixes. Planned, tested and scheduled around your business, with an annual upgrade included on Platinum and Gold plans.
Records management advice. Retention and disposal, business classification schemes, security and access models, and what your state's recordkeeping standards actually require. Our team includes records practitioners, not only engineers.
Vendor escalation. As an OpenText Gold Partner we raise product defects with OpenText on your behalf and coordinate the escalation and keep you informed. OpenText controls product fixes and release timing.

Which versions and environments we support

If it is called Content Manager, TRIM or Records Manager, we support it. That covers every supported Content Manager release, as well as older HP TRIM and HP Records Manager environments that have not been upgraded yet. If you are on an old version, we will support you where you are and help you plan the upgrade when you are ready.

We support Content Manager on-premises, in your own Azure tenancy, hosted by WyldLynx through our cloud managed services, or in a hybrid arrangement. We also support environments we did not build. If another partner implemented your system, or you have been relying on OpenText direct support, we can take over without starting from scratch.

Support plans with published response times

Compare the incident allowances, response targets and planned work included in each plan.

Every plan includes access to our online support portal and an Australian support team. Incidents are rated by how many people are affected, and each level has a maximum response time.

Content Manager support plans: response times and inclusions
Plan feature	Platinum	Gold	Silver	Bronze
Incident tickets	Unlimited	Unlimited	5 per month	Pay per ticket
Level 1 response (major incident, 8 or more users affected)	1 hour	1 hour	4 hours	24 hours
Level 2 response (significant incident, 4 to 7 users affected)	2 hours	2 hours	8 hours	24 hours
Level 3 response (minor incident, 1 to 3 users affected)	24 hours	24 hours	48 hours	48 hours
Service requests	20 per month	10 per month	5 per month	Pay per request
Annual upgrade	Included	Included	Not specified	Not specified
Technical health check	Included	Included	Included	Not specified
Named account manager and monthly meeting	Included	Included	Not specified	Not specified
Monthly analysis check	Included	Not specified	Not specified	Not specified
WyldLynx SmartTools	All included at no charge	Not specified	Not specified	Not specified
Discount on development and consultancy	15%	10%	Not specified	Not specified

Blank inclusions in the supplied comparison are shown as Not specified. Confirm any additional work or charges in your agreement.

A service request is planned work: a new user group, a security change, a report, a configuration tweak. An incident is something broken. Incidents and service requests are counted and managed separately.

Response times are measured within the coverage agreed in your support plan. They describe the initial response, not the time to resolve an issue. Ask us about a custom plan if your environment needs a different scope or coverage.

What happens when you raise a ticket

You log it. Through the support portal or the phone and email channels agreed in your plan. Tell us what is happening and how many people are affected.
We respond. We assign a severity level and you hear from a Content Manager engineer within your plan’s agreed response time. The response comes from a person, rather than an automated acknowledgement.
We work it with you. In your environment, over a screen share or agreed remote access where needed, keeping you informed as we go.
We find the cause. Once it is fixed, we look at why it happened. For recurring faults, we investigate contributing factors and recommend corrective work. Product defects may need OpenText involvement.
We review. Platinum and Gold clients go through the month's tickets, trends and upcoming work with their account manager at a monthly meeting.

Why organisations choose WyldLynx for Content Manager support

We build on Content Manager as well as support it. Our SmartTools, DocuSign for Content Manager and our Content Manager integration work with Microsoft 365 are built on the Content Manager software development kit. That development experience informs our investigation of faults and integrations.

Records expertise on the same desk. Many Content Manager problems are not technical. A disposal run that will not complete. A security model that blocks the wrong people. A classification scheme nobody follows. Our team includes records management practitioners who understand Queensland, New South Wales, Western Australian and Commonwealth recordkeeping requirements, to connect technical advice with your recordkeeping responsibilities.

Independently certified security. WyldLynx is ISO 27001 certified for information security management, audited by Southpac Certifications. Your data, credentials and remote access sessions are handled under a management system that has been independently assessed. That matters when the system we are supporting holds your organisation's most sensitive records.

Part of the records community. WyldLynx is a RIMPA Global (Records and Information Management Practitioners Alliance) industry partner and a sponsor of RIMPA Live 2026. We are in the same rooms as your records team.

Training that reduces tickets. Our online training portal and Content Manager courses, with credentials issued through Credly, mean your users and administrators need us less over time. We think that is the point of good support.

Straight answers. If the right fix is a configuration change rather than a new licence, we will say so. If a problem is a product defect, we will tell you that too and own the escalation to OpenText.

Moving your Content Manager support to WyldLynx

Switching support partners feels risky when the system is critical. We make it a controlled process.

We review your environment, document the configuration, identify known risks and agree the support scope and handover steps. A technical health check is included in Platinum, Gold and Silver; confirm the onboarding scope for Bronze with us. We agree portal access, remote access, administrator briefings and the transition timetable with your team. You do not need to change your hosting, licensing or other suppliers simply to discuss a support arrangement.

Frequently asked questions

Do you support HP TRIM and Micro Focus Content Manager?

Yes. They are earlier names for the same product that OpenText now sells as Content Manager. We support current and older versions, and we can help you plan an upgrade path when the time is right.

Can WyldLynx support our Content Manager if another partner implemented it?

Yes. We review how your environment was built and configured, agree any health check and plan the handover with your existing arrangements. Switching support does not itself require a re-implementation.

Do we still need an OpenText maintenance agreement?

In most cases, yes. Your OpenText maintenance agreement gives you the right to new releases and vendor defect fixes. WyldLynx support sits on top of it: we are the people who answer your call, diagnose the problem, apply the fix and, when something is a product defect, raise it with OpenText and manage it through to resolution. We can also review your licensing and renewal position if you are unsure what you are paying for.

Where is your support team based?

Brisbane, Australia. We support clients in every Australian state and territory and in New Zealand, remotely and onsite where required.

Do you support Content Manager integrated with Microsoft 365 and SharePoint?

Yes. Integration faults are often where general technology support and records support point at each other. We cover the Content Manager side, the Microsoft 365 side and the connection between them, including DocuSign for Content Manager and our own integration tools.

Do you support cloud-hosted and on-premises environments?

Both, and hybrid. If you would rather not run the infrastructure at all, WyldLynx cloud managed services hosts Content Manager for you with support built in.

What is the difference between an incident and a service request?

An incident is something that is broken or not behaving as it should. A service request is planned work such as a new user group, a security change or a report. Incidents and planned work are counted and managed separately under your agreement.

How do I get started?

Email contact@wyldlynx.com.au or use our contact page. We will ask about your version, environment and user numbers, then recommend a plan. If you already have a support arrangement elsewhere, we will explain how a handover would work.