Customer Help Desk
This page explains how to obtain support from the Keepnet support team, as well as provides information related to the support cycle, support ticket prioritisation and scope.
How to Use Keepnet Help Desk
Keepnet Help Desk helps users to create support tickets and get support requests. Users will soon be able to create their own user account to access their support portal through the help desk website, where they can create, track, delete, or reopen their support requests.
For now, see how to get support from Keepnet below:
Go to the Keepnet Help Desk from the link here.
Click the Messenger button at the bottom, on the right of the page.
Click the Messages button.
Get support from the Kai AI Agent or the Keepnet support team.
Alternatively, you can send your support request through email to [email protected] to create your ticket.
Support Scope
The following detailed service parameters are the responsibility of us to the customer (unless otherwise specified).
1. Telephone support:
8:30 A.M. to 5:30 P.M. Monday – Friday (GMT) (UK Based Customers)
Calls received out of office hours will create a ticket in the queue
2. Ticket support:
6:00 A.M. to 4:00 P.M. Monday – Friday (EST/EDT) (US Based Operations)
9:00 A.M. to 6:00 P.M. Monday – Friday (GMT) (UK Based Operations)
Tickets received outside of office hours will be worked by the next available operations centre, and support is prioritised by level and impact or Priority.
3. Remote Support
Our team may provide remote support using various remote working tools manly Zoom, Google Meet, Skype, Webex or any tool that the customer prefers.
Support Cycle
The support process is started once requests are taken from multiple sites like email, phone or web portal, a ticket is created. See the support cycle below.
Support Prioritisation
To conclude whether something is a value-add, it is crucial to determine, prioritise, and measure the activities; therefore, prioritisation is essential for IT and business requirements that reveals the relative importance of an incident to respond and address in the right way.
Support Table is designed according to Urgency and Impact and divided into three as High, Medium and Low. Support is provided by Priority Level. See the Support Table below.
We provide advanced support services to customers as a standard. This could include additional telephone support, extended hours (and out of hours) in addition to dedicated resources when required. As these services are bespoke in nature, please contact us for pricing and requirements.
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