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Customer Success & Support

Much More Than Software

Customer Success at knk

At knk, we work tirelessly every day to ensure that your experience with our company and software is effective and satisfying. Our goal is to keep your knkPublishing business solution running smoothly and your employees working productively. We’ve been around long enough to know that problems do arise, and when they do, knk will be here for you.

knk Support

Support Options for Existing Customers

knk offers a variety of support options that can fit your needs and budget.

You can contact our standard support at 908-206-4599, Monday – Thursday 9am to 5pm Eastern; 9am – 3pm Eastern on Fridays. Support work absent an agreement is billed at our standard hourly rate.

For questions about billing, services, or general information, please contact CustomerSuccess@knk.com.

If you are an existing customer with a service plan, please log in to your customer portal to submit your service request.

Can’t access your portal? Email us for assistance. CustomerSuccess@knk.com

Access Our Customer Support Manual (file).

knkBasic
knkEssential
knkPremium
Unlimited Support
Initial Response Time

Priority 0 = 4hrs

Priority 1 = 8hrs

Priority 2 = 12hrs

Priority 3 = 3days

Priority 0 = 2hrs

Priority 1 = 4hrs

Priority 2 = 10hrs

Priority 3 = 2days

Priority 0 = 1hrs

Priority 1 = 2hrs

Priority 2 = 8hrs

Priority 3 = 1day

Quick Functional How-To Questions

knkNext:

Presentation of new functionality and product road maps for knkPublishing® & MS Dynamics BC.

-
2 hours tailored virtual session
0.5 day - dedicated virtual session
New Personnel Training:
-
1 session per year (0.5 day virtual session)
2 sessions per year (two x 0.5 day virtual sessions)
Ticket Creators:

Number of authorized client contacts allowed to create tickets.

max. 1
max. 3
max. 5
Communication:

Methods for requesting support.

knk Support Web Portal (JIRA)
knk Support Web Portal (JIRA), MS Teams
knk Support Web Portal (JIRA), Email, & MS Teams
Check-ins:

Weekly check-in to discuss support requests.

-
30 mins
1 hour
Periodical Review:
-
Quarterly meeting + export of JIRA tickets as a table
Quarterly meeting + export of JIRA tickets as a table
Annual Review:
-
Customization Incentive:

Discount towards specified Change Requests.

-
5%
7.5%

Frequently Asked Questions

Are customers required to take part in all updates to Microsoft or knkPublishing?

No, all customers are free to pick and choose which releases and which parts of releases they which to install. Microsoft offers one major release annually. knkPublishing follows this with an additional release of our own. While we recommend keeping your software updated to the latest releases, it is not mandatory.

How can I select only portions of new releases and not others?

knkPublishing includes numerous modules. Not all get updated with each release, and there may be reasons why certain updates would be better for your to not implement. When upcoming release information is published, if you have questions or decide that certain releases may not be right for you, contact your Customer Success representative. They can advise you on what options would help you reach your objectives.

Who can I talk to about our release upgrade strategy?

We have over 30 years’ experience in technology and publishing. Our team members are well-equipped to discuss your strategy and objectives with you to determine what release upgrades will help you get there. While mid-project, your project manager can help facilitate the conversation. Once you’ve gone live, your Customer Success representative will be your contact.

What deployments options are supported by knkPublishing?

knkPublishing software supports both on-premise implementations and the latest cloud deployments (via Azure). While the majority of our clients now take advantage of the Cloud (or are making the change from on-premise to cloud now), we do still support legacy on-premise projects.

Does knk provide local support for clients in North America?

Yes. See our hours and contact information here (link to knk Support section above)

What is the relationship between knk and Microsoft?

knk is a Gold Certified Microsoft Partner. Less than 1% of partners reach the Gold level, and knk is the only Gold Certified partner in the publishing space. We work closely with Microsoft to develop and integrate the latest technologies, including marketing automation, machine learning, and more, into our publishing software.

What comes with the Microsoft Enhancement Plan?

The Microsoft Enhancement Plan is a support plan provided by Microsoft. While knk does not sell this plan, you can learn more about it here.

Does knk provide consulting services?

Yes. We provide a number of consulting services, including business process optimization, industry consulting, business process assessments, and performance tuning. We offer ongoing product education and trainings and also can assist with integrations of third-party apps. Additionally, our team consults on in-depth project planning, including project scope, timelines, and change management.

How many people from my company can submit support requests?

The number of authorized requestors for support tickets depends on which plan you select for your Service Level Agreement. Our Basic Plan allows for a max of one requestor, but we also offer additional seats for our higher tiered plans.