Introducing KeyMark Standard
and Extended Support

Support You Can Count On

We’re easy to reach, quick to respond and always here to help.

As both an OnBase Diamond Support Award Winner and Kofax Diamond Partner, KeyMark offers an unprecedented level of support with our Extended Support program.

Our support philosophy is built on ensuring your organization has the tools it needs to keep your system running reliably and at peak efficiency. Our highly trained and experienced support engineers help you assess, troubleshoot and resolve any technical issues with your systems, should they arise.

Without proper maintenance, solutions can become unstable, and without service, simple problems can sometimes escalate, causing system failures and downtime. By leveraging KeyMark’s Extended Support programs, system failures are minimized, thanks to our phone, email and secure online support. – Cameron Boland, Vice President of Operations at KeyMark

Your Extended Support program also ensures that upgrades for new releases, software updates and patches are applied as needed. This forward-thinking support provides you with a system that continues to run at maximum productivity and ensures that new releases don’t interfere with previous configurations or custom work.

KeyMark Extended Support Program Offerings

Each of our Extended Support plans is designed to help ensure your system always performs at its peak. This means providing you with ongoing technical support and continuous access to our treasure-trove of support resources.

All of our Extended Support plans include unlimited phone and email support during business hours, but our support plans can also scale to offer more specialized services like designated support contacts, insightful executive visits and much more.

Disclaimer: Offerings may change without notice on this page so please consult your KeyMark Account Manager to confirm details about KeyMark Extended Support programs

 

Support Tier Details

Silver Support

  • Monday-Friday, 8:30 am-5:30 pm EST
  • Unlimited email support – Available during PPM as listed in agreement. Immediate response with acknowledgement and ticket number when support ticket is emailed in.
  • Unlimited phone and secure online support — Available during PPM as listed in agreement. Immediate response with acknowledgement and ticket number when support ticket is emailed in.
  • Remote Upgrade Assurance – Assistance to trained administrators, who will participate in the entire process. Customer is responsible for user testing. All turn-key requests will be billed. If installing/configuring new licenses at the same time, or if migrating to new hardware, there may be additional charges. *

Gold Support

  • Silver +
  • On-site Upgrade Assurance – Assistance to certified trained administrators, who will participate in the entire process. Customer is responsible for user testing. All turn-key requests will be billed. If installing/configuring new licenses at the same time, or if migrating to new hardware, there may be additional charges. Customer is responsible for all associated travel costs. Limited to two days of production upgrade activities and one-day stabilization period for go-live. *
  • Annual Health Check — Remote log-in and review of administrative items for indications of errors or future issues. Includes proactive discussion of the administrative issues related to the system’s operation. System stability is improved and KeyMark helps administrator proactively work against issues and remain prepared. Note: this is only in place for OnBase, Kofax, and AnyDoc.
  • Discounted training attendance — Two attendees for two training webinars. Topical webinars on subjects of interest to KeyMark customers.

Platinum Support

  • Gold +
  • Monday-Friday, 8:30 AM–8:30 PM EST, M-F Extended Support
  • Steering committee (monthly) – KeyMark puts management/senior resource on a steering committee created by the customer. Benefits: KeyMark helps customer understand how/where to apply technology offerings to help meet business needs and maintain control over support issues.
  • Annual onsite executive visit — Once a year, KeyMark executive and account manager will visit their facility and meet with their executives, at no expense to the customer. This serves as a forum to talk and exchange information/ideas.
  • Designated primary support contact – One KeyMark support technician assigned to each platinum customer and educated with the specifics of the implementation. Support will try to steer issues for that customer through to primary support technician. Note: support will route issues to non-primary reps in the event that waiting for the primary would cause unnecessary delays.
  • Quarterly Health Check — Remote log-in and review of administrative items for indications of errors or future issues. Includes proactive discussion of the administrative issues related to the system’s operation. System stability is improved and KeyMark helps administrator proactively work against issues and remain prepared. Note: this is only in place for OnBase, Kofax, and AnyDoc.
  • Free attendance for two people to two training webinars – Topical webinars on subjects of interest to KeyMark customers.
  • Two planned instances per year of weekend and after-hours support.

* You must have a certified employee in order to qualify for upgrade assurance. If there are no certified administrators on staff, upgrades become a T&M Professional Services engagement.