Support Terms & Conditions
Last Modified Date: 12/11/24
Gold Support Details
- 8:30 a.m. to 5:30 p.m. ET, M-F support (excluding KeyMark holidays).
- Unlimited Email Support – Immediate response with acknowledgement and case number when support email is received.
- Unlimited Phone and Secure Online Support.
- Discounted Attendance for Support Webinars - Two attendees for two training webinars. Topical webinars on subjects of interest to KeyMark customers.
- Dashboard Bundle – Support will assist with installation of the KeyMark standard OnBase dashboard reporting bundle.
- Installation and Activation of Licenses – Support will provide new or updated software licenses and assist with installation and activation.
- Discounted Full-time Admin – KeyMark can provide system administrators to help manage and maintain your system.
- Remote Upgrade Assurance – Custom code provided as part of a KeyMark delivered solution is updated to be compatible with upgraded software versions. *
- Remote Upgrade Assistance – Assistance to trained administrators, who will participate in the entire process. Customer is responsible for testing. All turn-key requests will be billed. If installing/configuring new licenses or new modules at the same time, or if migrating to new hardware, there may be additional charges. *
Platinum Support Details
- Monday-Friday, 8:30 AM–8:30 PM ET, M-F extended support (excluding KeyMark holidays)
- On-site Upgrade Assistance – Customer is responsible for all associated travel costs. Limited to two days of production upgrade activities and one-day stabilization period for go-live. *
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Annual Health Check — Remote interactive meeting with KeyMark support engineers and customer system administrators to review the overall health and configuration of the system, and to discuss routine administration and maintenance activities. Health checks can identify potential areas of improvement in the system, including issues related to security, data integrity, system stability, and overall system performance.
Note: Health Checks are Available for OnBase, Kofax, and AnyDoc products only. - Monthly Case Report – Customers receive a report of case activity for the previous month.
- After-Hours Support - Two planned instances per year of after-hours support. Instances are scheduled in advance for planned activities such as upgrades and maintenance items that typically require system down time.
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Designated Primary Support Contact – One KeyMark support engineer is assigned to each platinum customer and is familiar with the specifics of the implementation. Support will try to steer issues for that customer to the primary support engineer.
Note: Support will route issues to other engineers if waiting for the primary would cause unnecessary delays. - 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, a KeyMark executive and account manager will visit customer facility and meet with their executives, at no expense to the customer. This serves as a forum to talk and exchange information/ideas.
- Recertification at Annual Conference – Hyland certified administrators can recertify at KeyMark’s annual conference at no cost.
- Upgrades in Test and Production Environments – Support will assist customers with upgrading test and production environments.
- Support for Migrations to New Hardware – Support will help with issues for customers migrating their software to new hardware.
- 16 Hours Eval Software Assistance – Support will help with installation and basic configuration of new evaluation Hyland software licenses in a non-production environment. This provides an opportunity to try new licenses at no cost before purchasing. Modules include Unity Client, Web Client, Outlook Integration, Reporting Dashboards, EDM Services, Virtual Print Driver, Desktop or Production Document Imaging, Barcode Recognition Server, and Mailbox Importer.
- Office Hours – An open discussion forum for customers to discuss various topics with KeyMark sales, support, and professional services resources.
* You must have a certified employee to qualify for upgrade assistance and assurance. If there are no certified administrators on staff, upgrades become a T&M Professional Services engagement.
