Much More Than Software
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 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).
At knk, we build life-long partnerships with our customers. We offer a variety of service level agreements that fit the unique needs of each publisher and keep your business running smoothly for years to come. See an overview of the plans we offer:
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
Presentation of new functionality and product road maps for knkPublishing® & MS Dynamics BC.
Number of authorized client contacts allowed to create tickets.
Methods for requesting support.
Weekly check-in to discuss support requests.
Discount towards specified Change Requests.
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.
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.
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.
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.
Yes. See our hours and contact information here (link to knk Support section above)
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.
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.
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.
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.