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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 ensures you have access to Support Engineers to assist your Trained Admins with upgrades for new releases, software upgrades and patches 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.

SILVER
GOLD
PLATINUM

Mon-Fri Support
(excluding holidays)

8:30am-5:30pm EST

8:30am-5:30pm EST

8:30am-8:30pm EST

Unlimited Email Support

Unlimited Phone and Secure Online Support

Remote Upgrade Assurance

Health Check

X

Annually

Quarterly

Discounted Attendance for Training Webinars

X

Free

Onsite Upgrade Assurance

X

Weekend and After-Hours Support*

X

X

Designated Support Contact

X

X

Steering Committee

X

X

Annual Onsite Executive Visit

X

X

Emergency Support Add-On:

Keymark customers can layer emergency support onto their support package. This option gives customers 24 x 7 x 365 support for critical break/fix situations.

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.

"They are very timely and thorough."
Amanda Jackson
MVP Healthcare
"Bill Pena and Tim Bryant have done an excellent job in supporting our large Kofax Capture installation. They invariably respond quickly and work until the problem is resolved. Both have the extensive technical knowledge and background needed to give us the support we need."
Frank Palmeri
NY State Office of IT Services
"Great communication and great overall OnBase knowledge. Really enjoy working with KeyMark. Great company with a great team!"
Jamie Bierbower
TML Health
"I am completely satisfied with the support I receive from KeyMark. I have been working with the team for 7 years and always receive a satisfactory resolution to OnBase problems. Responsiveness, knowledgeable, experienced, friendly."
Joanne Burke
WestMed Practice Partners
"The KeyMark team have always been very diligent in assisting with diagnosing the problems that we have reported. I have no complaints, the support team has always worked all our problems to resolution. Professional and personable. Timely responses and their knowledge have help us in quickly resolving issues."
Michael Wentzel
Tower Health
"The support team is excellent. The support team is quick to respond and can usually come up with a solution on short notice. They are quick to respond and with a well thought out plan for researching and resolving. Will bring in additional resources as needed. We appreciate the support all year long."
Peri Garite
CardWorks Servicing
"I look at our KeyMark team as my mentors. They are always willing to teach me exactly what they did to fix the problem. I am so happy that KeyMark is our first line of support!"
Sarah Amies
American Credit Acceptance

Do you need after hours support?

At KeyMark, we understand that not all system needs and issues occur during normal business hours. While after-hours support is not provided as part of our support tier offerings, our on-call engineers can be available to provide both planned and unplanned support after hours. To meet the needs of our customers, each after-hours support agreement is managed on a case-by-case basis.

If your team depends on KeyMark for around-the-clock support needs or would like to have the peace of mind knowing that our support team is ready to assist you 24/7, ask us about an after-hours support package.

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