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KonnecT - Working with
Accessing KonnecT Support
We offer three levels of annual support and maintenance contracts; Basic, Fast-Track and Continuous. Each type includes the following, if applicable:
Please refer to the downloadable KonnecT Support Addendum for more details of the available support packages.
Support Contact Times and Numbers
During business hours, all support calls should be made to 0845 521 0701
E-mail or fax may be used to receive supportive documentation related to previously-reported incidents or problems.
Fax: 0845 2264 770 (All faxes should marked for the attention of Technical Support)
Self-service via KonnecT Support Portal. New users will be required to register on the Portal. The Portal may be accessed via this link.
Outside Business Hours
This service is designed for Severity 1 incidents. An on-call Technician will be paged. Customer details will be taken and the customer contacted directly. Calls which do not require immediate action are held for collection and attention when the UK office is next open during normal business hours.
Telephone number for Severity 1 calls outside normal business hours is 0845 521 0701.
Logging a Call
The person making the support call will be asked to provide the following information:
KonnecT maintain configuration details of all their customers and will compare the call details to the master information we hold to ensure we can provide a resolution in the most efficient and effective manner.
Please refer to the KonnecT Support Addendum document for further details.
Once the call is logged on the system, the caller will be given a problem ID, which should be quoted in all subsequent correspondence
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