Purpose
The purpose of our Support Service is to enable Customers to resolve technical or functional issues encountered when using the Network Information Solution, by providing guidance and resources that help the Customer solve problems independently. The guiding principle is: "Help the customer help themself."
What's Included in Support
- Help Desk Access: Contact via email and phone during defined support hours, as specified per service tier (see your Service Agreement Appendix 3.1 Supplement 1).
- Incident Classification and Handling: Issues are prioritized (Critical, Serious, Moderate/Low) and handled in accordance with the response and resolution times in your Service Agreement Appendix 3.2 (SLA).
- Guidance and Instructions: Support personnel provide instructions to help the Customer use the service as intended. This includes navigating the user interface, using standard features, and understanding error messages.
- Knowledge Base: Access to online self-help documentation, FAQs, and troubleshooting steps.
- Bug Reporting: Identifying and reporting confirmed software defects to Keypro’s product development team.
What's Not Included in Support
The following are outside the scope of support and instead fall under Professional Services (see your Service Agreement Appendix 3.3):
- Execution on behalf of the Customer: If the Customer requests Keypro to carry out actions (e.g., creating or modifying users, data corrections, system configurations, or bulk imports), this is considered consulting.
- Custom Scripts or Automation: Writing or maintaining custom scripts, queries, or integrations.
- Training: Providing structured learning, tutorials, or onboarding sessions for Customer personnel.
- Extensive Troubleshooting of Customer Data: Deep investigation of customer-provided data issues, especially when the root cause is not related to a software defect.
- Implementation Projects: Any form of deployment, data migration, configuration, or system integration.
Examples
| Scenario | Support | Consulting or Training |
|---|---|---|
| “How do I create a new user?” | ✅ Support: Instruction provided | |
| “Can you create the new user for me?” | ❌ Consulting | |
| “Why is the map layer not displaying?” | ✅ Support if caused by a system error or configuration issue | ❌ Consulting if it requires manual rework or import or map is provided by a 3rd party |
| “Can you show our new hires how to use the system?” | ❌ Training | |
| "How do I set or modify some parameter in the site administration view?" | ✅ Support if user has admin privileges AND has been trained to site administration by Keypro | |
| “I’m not sure what the product does or how to start using it.” | ❌ Training (introductory onboarding required) |
Grey Areas and Fairness Principle
In practice, the line between support and Professional Services may not always be clear. When ambiguity arises, Keypro applies a principle of fairness and reasonability. Support aims to empower the Customer—not to replace the need for proper training or ongoing consulting. Where repeated or complex requests indicate the need for structured services, Keypro will advise the Customer to purchase appropriate Professional Services.