Here at Keynetix, the support and service our customers receive is our number one priority. We pride ourselves on being efficient at reacting to support enquiries and have invested heavily in the provision of first class Support Services.
All our customers who have a valid Maintenance Agreement with us are entitled to Technical Support free of charge.
There are several different support options depending on the assistance you require:
One of the most useful resources is the Knowledgebase. This is a dedicated part of our website which you can gain access to by requesting a login. The beauty of the Knowledgebase is that it can be accessed 24-7, 365 days a year, so no matter where you are in the world you can gain access to:
If you cannot find what you need on the Knowledgebase, you can contact our support staff between the hours of 9-5:30pm GMT Monday – Friday (excluding Bank Holidays).
For all URGENT enquiries, you can call +44 (0) 1527 688 888. Most enquiries can be dealt with immediately by our dedicated staff but we will always aim to respond to your request within 2 hours.
For all NON-URGENT enquiries, please email firstname.lastname@example.org. You should expect to receive a response within 8 working hours. However, you will find this is normally a lot quicker than that.
If you have example files that might help us to replicate your problem, then please attach these to your initial email or upload them to the Online Support System. Please note that if your attachment is greater than 2MB, you will need to use the Online Support System to upload it.