SUPPORT
Overview
Standard Support
Premium Support
Web Analytics Pack Support
Custom Support
Support Policy
Holiday Support Schedule

Standard support provides an economical option for customers both during application development and after deployment. Features include:

• One Named Support Contact  [ 1 ]
• Available 9 a.m. through 6 p.m. in the time zone of your choosing (Please refer to the holiday support schedule)  [ 2 ]
• 25 web or e-mail cases each year  [ 3 ]
• Access to the Kinetic Support download site for updates and patches
• Access to the Kinetic Support knowledge base
• Responses to new cases and updates within 1 Business day
• Access to Kinetic Support professionals for help problem solving, configuring and troubleshooting

Kinetic Networks recommends Standard support for customers with deployments in a single geographic location. For mission-critical or geographically distributed applications, Kinetic Networks recommends Premium support.

1. Named Support Contact
The goal of having Named Support Contacts is to improve case handling efficiency, continuance and methodology, ultimately to reduce the time-to-resolution. Kinetic Networks recognizes that circumstances may necessitate additional contacts from your organization. These additional contacts may be added for a modest fee.

2. Time Zone Availability
Availability is defined by the time zone chosen by the primary contact, with available time zones including Eastern, Central, Mountain, and Pacific with daylight savings time effects.

3. Additional Cases
Additional cases for standard Kinetic Support may be purchased for a modest fee.