Application support that gets more out of what you already own
We think that is a waste, and it is the reason WyldLynx provides support. Our job is to help your organisation run as efficiently as it can and get the best possible return on the applications you have already paid for. Support is where that return is actually earned: not in the implementation, but in the years afterwards when the system either becomes part of how people work or quietly becomes a burden.
Why we do support the way we do
We have been supporting Australian government agencies, councils, universities, health services and regulated organisations since 2009. In that time we have formed a few firm views about what support should be.
It should make the system more useful, as well as keeping it running
Keeping the lights on is the minimum. A good support partner notices that your records team raises the same question every fortnight, works out why, and fixes the cause, whether that is configuration, a missing integration or a gap in training.
It should give you straight answers.
If something is a product defect, we tell you and we own the escalation to the vendor. If the fix is a change to your configuration rather than a new licence, we say so. If a request is not worth the money, we will tell you that too.
It should get cheaper over time
The best ticket is the one nobody needs to raise. Our support plans are built to reduce incidents through root cause work, health checks and training, so your team needs us less for the routine and more for the things that matter.
It should be measured.
On our higher plans you get monthly reporting and a review meeting, so you can see ticket trends, response times against the published targets, and what we recommend next. Support should be able to show its own return.
If that sounds like a premium service, it is. It is also the only kind of support we think is worth paying for.
Content Manager support
Content Manager is where most of our support work happens, and it has its own page for a reason: the plans, the response times by severity level, the versions and environments we cover, and how we take over from another partner are all set out there in full.
What support looks like with WyldLynx
- We start by understanding your environment. Every support relationship begins with a technical health check: what you are running, how it is configured, where the risks are, and what "normal" looks like. Nothing is assumed.
- We agree what you need. The plan is matched to your organisation's size, risk and in-house capability. If none of the four standard plans fits, we build one that does.
- You get a person, not a queue. Tickets go to an Australian-based engineer who knows your environment. On Platinum and Gold plans you also get a named account manager.
- We fix causes. When the same fault keeps coming back, we treat it as a configuration or capacity problem and propose a permanent fix.
- We show you the numbers. Monthly reporting on the higher plans covers tickets, trends, response performance and recommendations, so support becomes part of how you manage the system rather than something that happens to it.
Who you will be working with
WyldLynx is a Brisbane-based information governance and records management consultancy, founded in 2009. We are an OpenText Gold Partner, ISO 27001 certified for information security management, and a RIMPA Global industry partner. Our team includes records management practitioners as well as engineers, so when a support question turns out to be about retention, classification or security rather than software, the right person is already on the call.
We support clients in every Australian state and territory and in New Zealand, remotely and onsite where required.
What we support
WyldLynx supports the applications we specialise in, whether we implemented them or not.
- OpenText Content Manager (formerly TRIM, HP TRIM, HP Records Manager, HPE Content Manager and Micro Focus Content Manager). Our deepest expertise and our most complete support offering. See Content Manager support for plans and response times.
- Content Manager with Microsoft 365, including SharePoint, Teams and OneDrive integrations, and our own integration tools.
- DocuSign for Content Manager and the WyldLynx SmartTools suite.
- Cloud-hosted environments run through our cloud managed services, where support and infrastructure are managed together.
- OpenText Core Data Discovery and Risk Insights (CDDRI) for organisations managing sensitive data outside their records system.
- Applications and integrations we have built for you through our custom development work, supported by the people who wrote them.
Frequently asked questions
Do you only support Content Manager? No. Content Manager is our speciality and has its own support page, but we also support the Microsoft 365 integrations around it, DocuSign for Content Manager, SmartTools, CDDRI, environments hosted through our cloud managed services, and applications we have built for clients.
Can we start small and change later? Yes. Many clients start on a pay-per-ticket or Silver plan and move up once they see how the relationship works. You can also step down after a project or upgrade period. Plans are reviewed at renewal or sooner if your needs change.
Do you support systems that WyldLynx did not implement? Yes. We begin with a technical health check so we understand how the environment was built, then take over support with no gap in cover. There is no requirement to re-implement anything or change your hosting.
How is this different from the vendor's own support? The vendor's maintenance agreement gives you new releases and defect fixes. We are the people who answer your call, understand your configuration and your users, apply the fix, and raise defects with the vendor on your behalf. Most clients keep both.
How do we get started? Call 1300 WyldLynx (1300 995 359 [confirm]), email contact@wyldlynx.com.au, or use the form below. Tell us what you are running and what has been frustrating you, and we will come back with a straight recommendation.
Talk to us about support
Whether you need someone to answer the occasional question or a partner to run the whole thing, start with a conversation. We will tell you which plan fits, and if a lighter option would serve you better, we will say so.