KMx Customer Support Policy
Licensed customers of KMx
and other KMSI products are
eligible for technical support via phone and email. Telephone support is
available 9:00 am Ė 5:00 pm ET, Monday Ė Friday, except holidays. In the
event that all agents are busy, a voice mail message may be left. Voice
messages will usually receive a response within one business day. The phone
number for telephone support is (866) 501-5674.
Email requests for support should be addressed to
firstname.lastname@example.org. Requests should include a description of the problem
or question and any alerts or messages reported by the system. Requests
for support received by email will usually receive a response within one
Customers may designate up to three customer service
points of contact. KMSI will accept support requests from these designated
individuals. KMSIís technical support services do not include support for
the Customerís end user community.
KMSI will periodically publish patches to address minor bugs or defects in the software. Whenever an
patch is released, all licensed customers will be notified via email. The update, as well as instructions for installation, will be made available for electronic distribution, usually via the Internet.
Premium Support Services Ė ASP and other customers
requiring extended service hours and a faster response time may subscribe to
KMSIís premium support services. For a fee of $2,000.00/month, you will have
access to a live support representative 24 hours a day, 7 days a week,
including holidays. Premium Support subscribers will be provided with a
separate email address to contact support. The target response time for all
calls initiated to Premium Support is four hours. As with KMSIís standard
support service, Premium Support subscribers may designate up to three
customer service points of contact to access this service. End user support
is not included with Premium Support.
KMSI reserves the right from time to time to revise
this support policy to better meet the needs of our customers. Licensed
customers of KMx and other KMSI products will receive notice of KMSIís
intent to change this policy at least 7 calendar days before the proposed
change is to take effect. Customers subscribing to Premium Support services
will receive at least 30 days advance notice of any intent to change the
Premium Support practices.