Customer Support Services Portfolio
Protect Your Investment For the Life of the Product
Software Support Services
Gold Support
Gold Support provides the following services:
- Case (incident generation and management)
- Case escalation, resolution and confirmation management
- Proactive emails and news messaging
Online access via the Customer Portal to:
- Web based case logging and tracking
- Software updates and hot-fixes
- Comprehensive searchable knowledgebase
- Customer forums
- System documentation
- Technical tips and FAQs
Gold Plus Support
Get all the benefits of Gold Support, plus you'll be assigned a senior-level technical account manager who serves as your single point of contact, and helps solve problems fast.
Platinum Support
24 x 7 access to our most senior support staff and the fastest response times.
Platinum Plus Support
Get all the benefits of Platinum Support, plus you'll be assigned a senior-level technical account manager who serves as your single point of contact, and helps solve problems fast.
After the initial 12 month warranty period on your Kronos terminals has expired, Depot Repair is a cost effective maintenance service to ensure the business continuity of your equipment. It assumes the customer holds a small stock of replacement units and has the capability to swap out faulty terminals within their estate.
The customer reports a faulty terminal to the Kronos Support Centre, and we will first make an attempt to resolve the issue remotely. If it is determined after a reasonable effort that this is not going to be possible, the customer will send the unit to Kronos for repair. Repair will be effected within 10 working days of receipt at Kronos and the unit returned to the customer.
If your organisation wants to keep your own inventory of spare terminals on hand. Send broken terminals to Kronos, and we will repair and return within 10 business days.
If you are a Kronos customer and need immediate technical support, please go to the customer portal and log a case. To get more information, contact us.