Forums/Official Keytime/Announcements
Keytime Support just got even better
Jim Mackenzie
posted this on December 09, 2009 14:18
Welcome to our new Support Portal.
At Keytime, we take support seriously. We know that your customers expect first class service from you, and we want to give you the peace of mind that you will be able to deliver it, using Keytime software.
We make the following promises to you:
Our relationship with you is more than just a simple transaction.
We know that no-one likes queuing on the phone.
We'll answer your call promptly (most calls are answered in under 2 minutes).
We'll help you keep your data safe.
Keytime Backup keeps your critical data backed up, off-site. We'll provide you with Data Recovery assistance if you experience hardware issues.
You will always know where your queries are up to.
Our new support website allows you to ask us questions, report problems, give feedback, and check the status of existing enquiries, 24 hours a day, from anywhere in the world with an internet connection.
We'll listen to you.
Our forums allow you to give us feedback on what you would like to see in the software, and for us to talk to you about them. Or, you can call us anytime between 8:45am and 5:00pm, Monday to Friday.
You will always be up to date.
We'll issue regular updates to the software, including legislative changes. Our newswire facility will give you the latest news and product information.
Comments
Still waiting for action 7 days after 1st phone call
Waiting time on phone on the 18/01/2010 13.5mins not 2mins
Hi Mike,
I understand that Martin has been in touch this afternoon to get you sorted. Wait times on the phone lines are longer than normal, as our lines get very busy as we approach the tax filing deadline. We know that queuing isn't great, but we ask our customers to hang in there, and we'll get your queries answered.
Hi Mike, I must say I find your claims that 'most calls are answered within 2 minutes as a joke, Customer Service is ridiculous. I logged an e-mail support message at appx 4 -5pm yesterday afternoon and have still not received a response. I then rang the support team and was put on hold for over 25 minutes with still NO response. I couldnt afford to continue holding had had other commitments and resented having to pay for a so caklled customer service call. There is clearly not enough support staff ailable. I also find it extremely frustrating and ironic that opon calling the Sasles Department the call is answered virtually immediately. I am a very disatisfied Customer. Colin Elner (Abergele Youth Action Limited)
Hello Colin,
As my colleague Jim notes, there are certain times of the year when the support lines do become very busy; the end of Jan and most of April being two of them. I understand Amina in support has responded to your ticket and will progress it to conclusion as quickly as possible.