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

Kinetic Support is dedicated to helping you implement, integrate and deploy your new technologies with confidence. Our experienced technical support professionals provide timely assistance ensuring your solution runs smoothly. Our support specialists work closely with the Product Development and Delivery teams to ensure complex technical issues are quickly and accurately resolved. Kinetic Support is flexible and designed to meet the needs of all of our clients. Available services range from self-help, community-based support to traditional phone, web and email access, to dedicated on-site representation and training. You can choose a customized support package based on the unique needs of your implementation.

Through the Issue Management System Console, our Kinetic Support customers access and manage open support cases. Customers may also visit the Kinetic Support Knowledge Base to download updates and patches to software products.

Kinetic Support packages currently available:

• Standard Support
  Get access to support professionals for help with a wide variety of issues ranging from installation and configuration problems, to integration with third party systems
• Premium Support
  All of the benefits of Standard support, plus dedicated on-site engineering, 24x7 phone and web support, quarterly system architecture analysis and reviews, and case oversight by your designated System Architect
• KETL Open Source Community Support
  Self-help, community-based support is available through KETL.org

Other support packages available:

• Web Analytics Pack Support
  Customized support for Sun, Greenplum and Kinetic Networks customers using the Web Analytics Pack
• Custom Support
  Tailored support for custom applications, including development, test and deployment resources to help you maintain your application. Customized support packages combine consulting, education, maintenance, administration and support services to help you succeed with your information management project.