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

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.

Support Options for Existing Customers

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%

You might be wondering…

These examples represent a selection of frequently raised topics related to the functionalities covered by the knkMedia system.
Please contact https://www.knkpublishingsoftware.com/book-a-demo/ or info@knk.com for additional information.

For Small Publishers – Product Value

Yes. knkMedia is modular, so smaller publishers can start with the core ERP and the publishing modules they need now (e.g., royalties, title management, subscriptions) and add more later as they grow.

It’s built on Microsoft Dynamics 365 Business Central, but extended with publishing-specific processes like royalties, contracts, standing orders, and periodical subscriptions, so you’re not forced to “invent publishing” through heavy customization.

Most small publishers go live in phases, often starting with financials and order-to-cash, then adding publishing modules (royalties, subscriptions, editorial/production for example) as needed. This reduces risk and speeds up time-to-value.

knkMedia is an integrated platform that can be implemented in phases, so you can extend scope over time (more modules, more workflows, more users) without rebuilding your system.

Yes. knkMedia supports subscription templates, invoicing from subscription contracts, cancellation management, shipment optimization, and reporting for subscription analysis.

Common models include annual, online/digital, student, seasonal/time-limited, gift/recruit-a-friend, quantity subscriptions (e.g., corporate), and single/special copy sales.

Yes. knkMedia differentiates standing orders vs. subscriptions and supports standing-order processing scenarios (including loose-leaf collection logic) through contract management setup options.

Royalties are integrated into the same system as sales, returns, and finance, so calculations and statements use the same trusted data (no spreadsheet reconciliation across systems).

Yes. knk’s “mobile first” author management approach helps teams quickly access author KPIs (sales, royalties paid, open advances/prepayments, trends) and supports structured author briefings/meetings.

It’s role-based and designed for day-to-day publishing workflows. Users can personalize dashboards and lists to match their tasks without needing developer support for changes.

For Medium and Large Publishers

Yes. knkMedia supports multi-company and multi-imprint operating models with consistent master data, finance, and reporting across the group.

Yes. It’s designed to scale with growing transaction volumes, data sets, and users—without turning every improvement into a reimplementation.

Yes. knkMedia supports multiple customer types and sales patterns so you can run church bulk orders, direct sales, and traditional channels in one system.

Yes. You can manage subscription lifecycles (start/stop, renewals, invoicing schedules, cancellations) with visibility into subscriber behavior and performance.

knkMedia supports standing-order scenarios and recurring fulfillment patterns common in publishing, including continuation-style models.

Royalties are integrated with sales and finance, helping you handle complex contract terms, reduce spreadsheet dependency, and improve auditability.

Yes—knkMedia supports publishing operations where rights and licensing activity needs to connect cleanly into finance and reporting.

It supports structured workflows and governance so acquisitions, editorial, production, and finance can run consistently—even across multiple business units.

Yes. You can manage titles/projects with milestone planning and cross-team coordination to improve on-time delivery.

Yes. knkMedia supports structured title and product data management and validation practices to keep metadata consistent.

For Mission-Driven Publishers

knkMedia keeps orders, invoices, credits, and financial postings connected, making it easier to produce clean reporting and defend the numbers with an audit trail.

knkMedia supports predictable planning and efficient order processing so you can scale up during peak periods without breaking fulfillment and customer service.

Yes. knkMedia supports multiple customer types and sales patterns so you can run church bulk orders, direct sales, and traditional channels in one system.

knkMedia helps manage structured pricing and customer terms so discounts and special arrangements stay consistent, controlled, and reportable.

Returns are handled as part of the end-to-end order-to-cash flow, keeping inventory, credits, and finance aligned without spreadsheet reconciliation.

By integrating purchasing, costs, sales, and finance applications, knkMedia makes it easier to trace spending and results, which is useful for grant reporting, board questions, and stewardship.

knkMedia (built on Microsoft Business Central) supports structured financial tracking so you can report by program, imprint, initiative, or other dimensions that matter to stakeholders.

Royalties are integrated directly to sales and returns data, helping you produce clearer royalty statements and reduce disputes or manual calculation work.

Yes. knkMedia is designed for real-world publishing complexity, helping manage multiple contributors and contract structures without fragile workarounds.

knkMedia supports structured title and product management so catalogs stay organized across formats and life-cycle stages

Frequently Asked Questions

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)

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)