Support Services

Here at KEBS, we do more than just develop software that addresses your business challenges. With our dedicated customer success team, we invest equal effort into ensuring your business seamlessly integrates our products to achieve your objectives. Our Customer Success team is proactive in identifying challenges, resolving them efficiently, and guiding you at every juncture.

KEBS Customer Success is a specialized team of Senior Support Engineers and Enterprise Managers dedicated to delivering enhanced SLAs, swift triage, expedited resolutions, and introducing new service touchpoints to elevate customer experience, system availability, and system performance for our pivotal Enterprise clients.

All support requests from customers are directly channeled to our seasoned Customer Success engineers from the moment the ticket is raised during the business week (24×5). This approach bypasses the initial stages commonly experienced in standard support, such as basic triage, environment queries, and internal escalation processes. These engineers possess extensive experience and superior training, enabling them to address your intricate and urgent requirements more effectively.

Your issues receive priority placement in the development escalation queue, ensuring swift triage by our developers and product teams. This is crucial when challenges necessitate product team involvement, granting customers elevated priority and service levels for prompt root-cause analysis and subsequent actions.

Our team employs phone calls, screen shares, and team meetings to expedite issue resolution, ensuring that no valuable time or context is lost during critical situations.

Clients can request Health Checks up to quarterly on installed products across production, QA, and staging environments. These checks aim to preempt outages and ensure adherence to best practices. During a health check, our team evaluates configurations, compatibility, driver versions, performance metrics, memory settings, and suggests potential enhancements.

Upon procuring KEBS licenses, our Customer Success team will oversee an onboarding process to facilitate the optimal use of the KEBS platform.

The KEBS Customer Success team’s support scope encompasses:

• Incident Support
• Root cause analysis
• Onboarding issue assistance
• Bug report creation
• Implementation and configuration guidance
• Integration support with other KEBS products

However, the support scope excludes:

• Customers without a valid maintenance agreement
• Development queries or requests
• Third-party application integrations or apps
• Support for end-users
• Product training
• Non-English language support
• Professional Services, including system & performance tuning, deployment & capacity planning, and installation & upgrade services

KEBS prioritizes bugs based on their estimated impact on users. Bugs are initially reported at a Low priority until triaged.

The bug priorities are:

• Priority 1 – Highest: Major application degradation with no workarounds.
• Priority 2 – High: Impaired feature or significant performance degradation.
• Priority 3 – Medium: Feature not working as expected but with available workarounds.
• Priority 4 – Low: Minor issues like cosmetic errors.