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Support/Kryptiq Support Policies/Available Support Services

Available Support Services

Article ID 1522
Last Review 09/28/2007
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Standard Support

Standard Support is available to all customers with current maintenance contracts. Standard Support provides basic maintenance, product updates, and answers to questions for our customers. The online support website is: http://support.kryptiq.com Customer Support can also be reached by:

  • Toll-free telephone support: 866-906-6300
  • Email support: support@kryptiq.com

Business hours are Monday through Friday, 8am-5pm PST, excluding Kryptiq Holidays:  New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving and Christmas.  Support outside these hours can be requested.  See After Hours Support for details.

Professional Services

Customers may purchase professional support services as needed to fill requirements not included in the Standard Support agreement. Professional Services requests will be quoted based on estimation of time required. The customer will be billed only for the actual support hours used. In the event of support hours required in excess of original quote, Customer Support will notify the customer and a new quote will be sent for customer approval. Professional Services are charged at a rate of $195/hour.

Professional Services Offering

Estimated Time
Installs – pre-install meeting, provide guidance in hardware selection, schedule and complete installation, configuration, test 8 hours
Upgrades – DocuTrak upgrade services available 6 hours
Server Migration, Server Rebuild, Disaster Recovery – prepare and install new software, verify, backup, and copy database, verify database integrity, test 8 - 16 hours
Pre-arranged after-hours support – requires one week’s notice for scheduling, includes direct access to customer support engineer via cell phone 3 hour minimum
Interface Engine Custom Interfaces – two-way interfaces are counted as two separate interfaces 8 hours per interface
Product training – product training including free online training videos and fee based web training is available online at:
http://training.kryptiq.com		 1 hour per class

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To submit a support request please use: Support Request Form or eSM Support Request Form.
Article: Available Support Services