Content Manager support

OpenText Content Manager support

Records control, start to finish. Support that covers the whole system, not only the faults.

Content Manager is the records platform that has outlasted four product names and forty years of change. WyldLynx has looked after it from start to finish since 2009, and our support goes well beyond break-fix: every part of using it to manage records and documents properly, so the investment keeps paying for itself. Whether you already run it, are choosing a records system or are planning for AI, start here.

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Content Manager gets supported. The investment gets a return.

Content Manager is the records platform that has outlasted four product names, TRIM, HP TRIM, HP Records Manager and Micro Focus Content Manager, and forty years of change. It is complex, highly configurable, designed around records rather than files, and built to be integrated with and extended. That is why it matters now: AI gives safe answers only where the information already has an owner, a classification, a security level and a retention date.

WyldLynx has looked after Content Manager from start to finish since 2009. Our support goes well beyond break-fix. It takes in every aspect of using Content Manager to manage your records and documents properly, from capture and classification through integration, upgrades and training to the renewal itself, so the investment keeps paying for itself. We run our own business on it. If you own it, are choosing it, or are working out what AI will do to your records, start here.

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.

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.