Support

At KTSL, our approach has always been to act as an extension to your team​
and do the hard work for you when you need it.

We tailor each agreement to ensure you pay only for the support you need to maximise your service up time and minimise the effort you expend on each incident. ​​

We believe in being proactive and constantly working with you to review the service, performance and root cause of issues to drive an ever improving service.​

We can leverage our professional services consultants on top of our BMC certified service desk to provide the right help for each BMC product.

What we provide with our Support services

Your terms, our team

Our approach has always been to augment the capabilities our clients need, without assuming we know what is required.
We tailor each agreement to ensure you don’t pay for things you don’t need.

What you get “out the box”

  • Web/Self-Service (via our KIMI portal), email and phone support
  • Call triage and ticket management
  • 24×7 Capability for critical issues​
  • Bug Fixes/Patches & Workarounds​
  • Help with releases and versions upgrades
  • Proactive issue management & resolution

The extra value add

  • Dedicated product specialists and technical leads
  • Quarterly service reporting and reviews​​
  • Problem escalation management​
  • Health Checks and Architectural Reviews
  • Customer Success Program

Bolt-on capabilities for service integration, transition

  • Configuration and Application Management/li>
  • Training Services
  • Virtual Bench​​
  • Cloud/Migration Assessment​
  • AI ticket analysis
  • Strategic Advisory Services

Onboarding + Ongoing Service

  • Monthly Service Review​
  • Monthly Reporting and KPI’s​
  • Monthly rehearsal and test of system processes​
  • Quarterly Account Review​
  • Annual Exec Review​
  • BAU Operations Review

Opportunity for transformation

  • Support linked to our Professional Services
  • Access to KTSL tools​
  • Thought leadership on ITSM​
  • Invites to Webinars and Conferences​
  • A partnership to leverage our 25 years of experience