Support Services
Get the answers you need – when you need them. Kronos Support Services provide software and equipment support online or on the phone. With a variety of support options available, you get the level of support your team needs to ensure your applications are running at optimal performance.
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 which includes:
- Comprehensive searchable knowledge base
- Customer forums
- System documentation
- Technical tips
- Software updates and hot-fixes
- Coverage 8:00 a.m. to 5:00 p.m., local time, Monday - Friday
Platinum Support
All the services provided with Gold Support plus 24x7 access to our most senior support staff and the fastest response times.
Plus Support
Plus Support, which can be purchased with the Gold or Platinum Support plans, delivers the added benefit of a senior-level technical account manager who serves as your single point of contact, and helps solve problems fast. We’ll also make a copy of your database so that we can pre-test any service packs before they’re installed.
Equipment Support Services
Depot Repair Service
If your organisation wants to keep their own inventory of spare time clocks on hand, with this option you send your non-functioning device to Kronos and we’ll repair and return the device within 10 business days.
Device Software Maintenance
If you choose to manage time clock repair and just want access to device software updates, this service option lets you download equipment service packs from the customer portal to ensure that your time clock software is always up to date.
View the Kronos Support Offerings matrix for details outlining each level of support services.
If you are a Kronos customer and need immediate technical support, please go to the customer portal to find a solution to your issue with SuperSearch or open an eCase.
For more information, contact us.