We are very proud of our growing reputation for fast, responsive support. Along with our proven POC and implementation process, we handle ongoing support with named main users and their substitutes in line with each customer’s policies.
Standard support package contains
- Incident reporting and resolution for named main users
- 9-5 email and phone helpdesk for named main users
- Software updates for servers support e.g. new database or OS versions
- Software updates for Keto Software features, security, performance, usability etc.
Our typical SLA maintenance agreement doesn’t cover
- Customer data import/export
- Email/phone support for end users
- Upkeep or maintenance of the customer’s IT network, servers or workstations
- Maintenance of the customer’s IT infrastructure, network or workstations
- Customisation of the customer’s instance by parameterisation or new features