Have Questions?

Need help? Let's get
a Support Ticket opened

support@keymarkinc.com

Tips for Contacting KeyMark Support

Here are some helpful tips you should know before you contact KeyMark Support:

  • Be ready to provide as much information as possible about your system and the problems you are experiencing.
  • Know what version of each product you are using (OnBase, Kofax, etc.).
  • Note the database platform, version and service pack level numbers.
  • Know the version and release level of the operating system you are using.

Note that KeyMark’s support team uses secure, online support technology to share your desktop so they can solve problems and answer questions real-time.

Communicating with the Support Team for Standard Support

Email Support

Email is the desired method of reporting problems that are not causing you downtime. Email gives you the opportunity to describe the issue and KeyMark time to analyze it before responding. Responses are usually handled on the day received.

Phone Support

Telephone support is the best vehicle for emergency support needs. If a voicemail indicates all of our support representatives are unavailable, you may press “0” to reach the KeyMark operator. Tell the operator you need emergency support and someone will swiftly respond.

Tracking Tickets

Your system issues will be logged into our support logging and tracking application which enables us to record a description of the problem, history and resolution. Our reporting capabilities allow us to retrieve historical data as required.

Prioritizing Tickets

Every support issue is categorized into three different severity levels, according to the amount of interruption occurring to a customer’s business.

Major Issues

More severe support issues may include an interim resolution to restore system availability followed by a final resolution.

Minor Issues

Less severe support issues will be addressed during normal business hours with the goal of resolving issues within 48 hours from the first notification. Throughout the support process, KeyMark strives to handle all issues as quickly as possible, staying in close communication with the client until a resolution is reached.

What's on our mind?

December 3, 2019

Support Series: Contacting KeyMark Support

Read More

November 7, 2019

Support Series: Mount Disk Error

Read More

September 17, 2018

Basic OnBase Database Maintenance for SQL Server

Read More

September 12, 2018

OnBase Scanning Clients – What’s Right for You?

Read More

June 21, 2018

The 4 Most Important OnBase Best Practices of All Time, Part 2

Read More

June 14, 2018

The 4 Most Important OnBase Best Practices of All Time, Part 1

Read More

March 28, 2018

Assessors: 3 Steps Toward a Happier Taxpayer

Read More

March 20, 2018

5 Reasons to Love OnBase Like You Love Your Car

Read More

March 19, 2018

6 Simple Ways to Make Any OnBase System More Secure

Read More