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Support

Our customers have 24/7 access to our support team.
We’re always here to ensure you get  the most out of your investment. 

Our customers have 24/7 access to our support team. We’re always here to ensure you get the most out of your investment.

Product Documentation

From our POS and WMS, to our ERP products and we have useful guides that help you solve any doubt.

VIEW DOCUMENTATION

Submit a Ticket

Click below to submit a ticket and our team will respond promptly.

SUBMIT A TICKET

I wanted to take a moment to talk about the Kensium staff and the support that has been provided. I know it isn’t done often enough where someone takes the time to thank an organization for its work. But, I’m doing that. The response time of the staff was amazing. As a former U.S. Marine, being efficient and timely is a key component of a successful organization. I see that in Kensium. Good leadership combined with an amazing staff shows when working with Kensium

Valence Mitchell, Cortekx

Frequently Asked Questions

What are your support hours?

Our support team is available on a 24 x 7 x 365 basis.

How does one raise a support request with Kensium?

If you have a support contract with Kensium, you can raise a ticket on your dedicated  support portal. If you are not sure of what it is, please contact your assigned project manager. Otherwise, customers can raise a support request by sending an email to support@kensium.com, or by visiting https://support.kensium.com and choosing either Product Support, or Services Support.

Can I talk to a support person?

Yes, if you need to speak with a support person, please state the same in the ticket, or in  the email you send, and our support team will connect with you via a call.

Who determines the priority level of a ticket?

We believe that Client should determine the priority level, as only they can understand the  business impact. Kensium does not change the priority level of any ticket raised by a client.

What information can be provided when raising a ticket to help expedite resolution?

In order to enable faster problem re-creation and expedite resolution, please provide the  following information when logging an SR in portal or reporting a problem via email:

  • Business Impact
  • Problem Summary
  • Detailed steps to recreate the problem (in a numbered list format)
  • Expected results of these steps
  • Actual results of these steps
  • Notes, comments, and additional background information
  • Detailed screenshots including error responses

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What is the average response time for customer support requests?

It depends on the priority of the ticket that is raised. Our SLA is under 30 minutes for any P1 (emergency), 2 hours for P2, and 1 business day for P3 requests.

What is your customer satisfaction (CSAT) score?

We measure our CSAT ratings by sending a survey to the customer with each ticket closure  where customers can rate their satisfaction with the ticket resolution on a scale of 1-5,  with 5 being Very Satisfied. We are proud to share that our CSAT score has been  consistently above 4.7.

What are the priority levels for a support ticket, and what do they mean?

Typical definitions for P1, P2, and P3 are listed below:

Level Definition
P1 Production Down which impacts key functionality such as orders cannot be created, shipped, etc. No workaround exists.
P2 Key functionality is down, but workarounds exist.
P3 Some functionality is not working, but it is not critical for day-to-day operations or most development or new feature requests.

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How many hours / How much effort will Kensium spend on a ticket before reaching  out for specific approvals?

Each support request raised implies that the client is providing an automatic approval for up to two (2) hours ("Initial Approved Hours") to investigate, estimate and resolve.

For each request that is submitted:

  • Kensium will review the request and will determine if the estimation needs more than the Initial Approved Hours, and if so, will notify Client of the efforts needed as a fixed bid.
  • If not, Kensium will try to see if the request can be managed within the Initial Approved Hours, and if so, will process the request
  • After the Initial Approved Hours, or upon any the expiration of any additional approved hours, irrespective of the priority of the request, Kensium will stop all work and notify the Client.
  • Any work, including estimation exceeding the Initial Approved Hours will only be performed after receiving approval.
  • Each request that takes more than the Initial Approved Hours is a fixed bid where approval is obtained, and then delivered.

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