Support

At Information Proficiency and Sigma Data Solutions we have a team of skilled personnel who can assist you by providing both onsite and offsite support. We provide both pre-paid and post-paid package options to suit every business’ individual requirements.

The Information Proficiency and Sigma Data Solutions support program includes, but is not limited to:

Technical support
Records management support
Training
Design and configuration
Updates, and
Program management

Our support desk is located in Perth, Western Australia but provides support services to clients globally for all products including OpenText Content Manager, Kapish range, Sigma (inTRIM) range, inKofax and ABBYY range.

Sigma Support

How are Sigma (formerly inTRIM) products licensed?

Most of our products are licensed for an unlimited number of users in your organisation. However Sigma Pictures and Sigma Respond have licensing based on the number of Content Manager, Records Manager or TRIM users in your organisation. If your organisation grows, you may require an upgrade. To license your Sigma product simply email us to purchase a license.

inKofax Support

How are inKofax products licensed?

Each license allows for use by an unlimited number of users in your organisation. To license your inKofax product simply email us to purchase a license.

Support Alerts

We would like to remind you of the upcoming End of Support dates regarding these products.

Key Program Dates:
Information correct as of October 2024.

Information correct as of October 2024 Support 5

For Milestone Table view, see Software Products > Content Manager.

Please keep in mind: In accordance with the contractual terms, your Software should be on a supported available release. You can verify the support timeline for the specific version of the product you are using on Software Support Online. Please make sure that your Software is on a supported version throughout the period of your support contract. You can contact us if you need any additional help.

It is recommended that all customers update to the 8.3x version of Records Manager or 9.x version of Content Manager. HPE Content Manager is the new name for HP TRIM / Records Manager since July 2016. Please note that HPE Content Manager 9.0x and later uses a different product structure (compared to HP Records Manager 8.0x and prior TRIM versions). The new licensing model provides your organisation more flexibility to add user seats with new user types. You will need to update your support contract in order to obtain the license keys for HPE Records Manager 8.3x or HPE Content Manager 9.x. Please contact us to initiate the support contract update.

Detailed information regarding this discontinuance can be found at:

Content Manager Product Lifecycle

TRIM & Records Manager Support

Should I be using a 32-bit or 64-bit version of TRIM / Records Manager?

This question comes down to the architecture of the Microsoft Office Suite you have installed and want to integrate with TRIM. The architectures should match meaning a 32-bit Office Suite would require a 32-bit version of TRIM. The 64-bit version of TRIM best for server hosting needs, giving it greater performance. You can also have the 32-bit and 64-bit versions of TRIM installed in parallel.

HPE Records Manager 8.3.0 (9088) Patch 1, Hotfix 5

An important patch for HPE Records Manager 8.3.0 (9088) is now available.

If you require assistance locating or installing this patch please contact the help desk at +61 8 6103 8424 or email help@infoproficiency.com.au.

Patch 1 Hotfix 5 only applies to HPE Records Manager version 8.3.0 (9088) and contains fixes for the issues;

QCCR2D57705 – Insert Object can be used without proper permissions
QCCR2D57824 – Database – Oracle – Schema Repair RM 8.3 fails (Unicode)
QCCR2D58582 – Using Explicit Windows Authentication will crash Outlook Add-in
QCCR2D58584 – Version search – No results unless * is added to end of record number
QCCR2D58603 – Oracle – Browse via Classifications when the client has more than 248 group memberships produces an error
QCCR2D58602 – Oracle – Extremely slow query handling for Container queries
QCCR2D58657 – Saved searches failing to upgrade

Please be sure to contact the help desk (+61 8 6103 8424) should you have any questions.

Market Withdrawal HPRM version 7.3

HP Big Data Solutions will shortly announce the withdrawal from market of HPRM version 7.3.

Any last orders for 7.3, needs to have been received and processed by HP before 31 October 2015.

See also HP TRIM End of Support Reminder

Autonomy Records Manager 12.6.2x
Autonomy Records Manager 12.6.2x – End of Support – HP is announcing discontinuance of all versions of Autonomy Records Manager (ARM) 12.6x, formerly known as CA Records Manager and FileSurf effective as of the dates below:

March 23, 2015	Product discontinuance announced
June 01, 2015	End of sale (ARM is no longer orderable or available for purchase)
February 28, 2017	End of (Committed) Support for Autonomy Records Manager (ARM) 12.6x
February 28, 2019	End of Self-Help Support for Autonomy Records Manager (ARM) 12.6x

Meridio 4.3x, 4.4x, 5.0x, 5.1x, 5.2x and 5.3x – End of Support

HP is announcing discontinuance of all versions of Meridio 4.3x, 4.4x, 5.0x, 5.1x, 5.2x and 5.3x effective as of the dates below:

March 23, 2015	Product discontinuance announced
June 01, 2015	End of sale (Meridio is no longer orderable or available for purchase)
February 28, 2017	End of (Committed) Support for Meridio 4.3x, 4.4x, 5.0x, 5.1x, 5.2x and 5.3x
February 28, 2019	End of Self-Help Support for Meridio 4.3x, 4.4x, 5.0x, 5.1x, 5.2x and 5.3x