Licensed customers of KMx and other KMSI products are eligible for technical support via phone and email. Telephone support is available 9:00 am Ė 5:00 pm ET, Monday Ė Friday, except holidays. In the event that all agents are busy, a voice mail message may be left. Voice messages will usually receive a response within one business day. The phone number for telephone support is (866) 501-5674.
Email requests for support should be addressed to email@example.com. Requests should include a description of the problem or question and any alerts or messages reported by the system. Requests for support received by email will usually receive a response within one business day.
Customers may designate up to three customer service points of contact. KMSI will accept support requests from these designated individuals. KMSIís technical support services do not include support for the Customerís end user community.
KMSI will periodically publish patches to address minor bugs or defects in the software. Whenever an patch is released, all licensed customers will be notified via email. The update, as well as instructions for installation, will be made available for electronic distribution, usually via the Internet.
KMx customers requiring extended service hours and a faster response time may subscribe to KMSIís premium support services. For a fee of $2,000.00/month, you will have access to a live support representative 24 hours a day, 7 days a week, including holidays. Premium Support subscribers will be provided with a separate email address to contact support. The target response time for all calls initiated to Premium Support is four hours. As with KMSIís standard support service, Premium Support subscribers may designate up to three customer service points of contact to access this service. End user support is not included with Premium Support.
KMSI reserves the right from time to time to revise this support policy to better meet the needs of our customers. Licensed customers of KMx and other KMSI products will receive notice of KMSIís intent to change this policy at least 7 calendar days before the proposed change is to take effect. Customers subscribing to Premium Support services will receive at least 30 days advance notice of any intent to change the Premium Support practices.
KMxComplete service offerings provide clients with expert personnel to assist with the implementation and administration of KMx learning technologies. Whether you are creating employee certification programs, defining personnel classifications, implementing new ways to measure organizational performance or creating and deploying new offerings, KMxComplete leverages industry experts dedicated to solving your unique requirements. KMxComplete services include the following:
KMSI provides business consulting, training program development, software engineering and technical support services. KMSI has designed software solutions, performance improvement programs and customized learning portals for many of the largest companies in the world. Our service teams are managed by industry experts with the experience you need to implement successful programs. These types of engagements are conducted using a standard Professional and Technical Services Agreement. Download an example agreement using the link below: