Support policy
At Kntrol, we’re committed to providing swift and effective support whenever you need it, ensuring your satisfaction with our product.
Support Policy Types
1
Kntrol Product Support & Maintenance Guidelines
Upon acquiring any license serial key for Kntrol Management System, customers gain access to Update & Support services, as per the following guidelines.
2
Support Period
Kntrol Management System offers Update & Support services for a specified duration based on the purchased license serial key, starting from its activation. Within this timeframe, customers can have access to all new releases and can reach out to the Kntrol Support team for assistance with covered issues.
3
Supported Issues
Our technical Support covers installation, updates, operation, and uninstallation of the Kntrol Management System software and its components. However, it excludes customer hardware or network issues and any problems arising from unsupported OSs or insufficient system requirements.
4
Prior Release Support
We provide Support solely for the latest official release of Kntrol Management System. However, during the Update & Support period, informational support is available for prior releases, and customers can update to the latest version.
5
Contacting Support
Customers can contact the Kntrol Support team via email at: info@kriptone.com Emails should include a detailed issue description and, if possible, attached log files. Our Support specialists commit to responding within 24 hours.
6
Log File Submission
For issue reporting, attaching log files is encouraged. Log Collector tools are available for Kntrol Clients and Application Server or log files can be downloaded from the Management Tool as per the User Manual instructions.
7
Update & Support Renewal
After the initial period, Update & Support services cease unless renewed for an additional fee by updating the license serial key. Customers seeking renewal can reach out to the Kntrol vendor.
8
End-of-Life Protocol
Should a decision to discontinue Kntrol development be made, existing customers will receive notification six months prior. Support services will continue for an additional six months, providing a full year of technical Update & Support services.
