KMx Customer Support Policy
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
firstname.lastname@example.org. 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
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.
Premium Support Services Ė ASP and other 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.
Protecting your private information is our priority.
This Statement of Privacy applies to the www.kmsi.com website maintained
Management Solutions, Inc. and governs data collection and usage. For
references to Knowledge Management Solutions, Inc. and KMSI refer to www.kmsi.com
website. The website is a Company Information site. By using the
KMSI website, you consent to the data practices described in this
Collection of your Personal Information
We do not collect any personal information about you unless you
voluntarily provide it to us. However, you may be required to provide
certain personal information to us when you elect to use certain
products or services available on the Site. These may include: (a)
registering for an account on our Site; (b) entering a sweepstakes or
contest sponsored by us or one of our partners; (c) signing up for
special offers from selected third parties; (d) sending us an email
message; (e) submitting your credit card or other payment information
when ordering and purchasing products and services on our Site. To wit,
we will use your information for, but not limited to, communicating with
you in relation to services and/or products you have requested from us.
We also may gather additional personal or non-personal information in
the future. KMSI does not sell, rent or lease its customer lists to
KMSI may share data with trusted partners to help perform statistical
analysis, send you email or postal mail, provide customer support, or
arrange for deliveries. All such third parties are prohibited from using
your personal information except to provide these services to KMSI, and
they are required to maintain the confidentiality of your information.
KMSI may disclose your personal information, without notice, if required
to do so by law or in the good faith belief that such action is
necessary to: (a) conform to the edicts of the law or comply with legal
process served on KMSI or the site; (b) protect and defend the rights or
property of KMSI; and/or (c) act under exigent circumstances to protect
the personal safety of users of KMSI, or the public.
Automatically Collected Information
Information about your computer hardware and software may be
automatically collected by KMSI. This information can include: your IP
address, browser type, domain names, access times and referring website
addresses. This information is used for the operation of the service, to
maintain quality of the service, and to provide general statistics
regarding use of the KMSI website.
Security of your Personal Information
KMSI secures your personal information from unauthorized access, use, or
disclosure. KMSI uses the SSL Protocol for this purpose:
When personal information is transmitted, it is protected through the
use of encryption, such as the Secure Sockets Layer (SSL) protocol.
We strive to take appropriate security measures to protect against
unauthorized access to or alteration of your personal information.
Unfortunately, no data transmission over the Internet or any wireless
network can be guaranteed to be 100% secure. As a result, while we
strive to protect your personal information, you acknowledge that: (a)
there are security and privacy limitations inherent to the Internet
which are beyond our control; and (b) security, integrity, and privacy
of any and all information and data exchanged between you and us through
this Site cannot be guaranteed.
Children Under Thirteen
KMSI does not knowingly collect personally identifiable information from
children under the age of thirteen. If you are under the age of
thirteen, you must ask your parent or guardian for permission to use
From time to time, KMSI may contact you via email for the purpose of
providing announcements, promotional offers, alerts, confirmations,
surveys, and/or other general communication. If you would like to stop
receiving marketing or promotional communications via email from KMSI,
you may opt out of such communications by Clicking on the Unsubscribe
Changes to this Statement
We will notify you about significant changes in the way we treat
personal information by sending a notice to the primary email address
specified in your account, by placing a prominent notice on our site,
and/or by updating any privacy information on this page. Your continued
use of the Site and/or Services available through this Site after such
modifications will constitute your: (a) acknowledgment of the modified
KMSI welcomes your questions or comments regarding this Statement of
Privacy. If you believe that KMSI has not adhered to this Statement,
please contact KMSI at:
Knowledge Management Solutions, Inc.
839 Elkridge Landing Road, Suite 205
Linthicum, Maryland 21090
Effective as of February 14, 2019