KingswaySoft Support Services

At KingswaySoft, we strive to provide the best possible customer service and support to our customers. Our primary goal is to make you, our customer or partner, successful. We are always here to support you if you require any assistance with a KingswaySoft product or feature. As our business grows, we are working to make more support resources available on our website.

Should you experience any problems or technical difficulties using our software, you are more than welcome to get in touch with us by either sending us an email or message that describes the issue. Once we receive your request, we will perform a detailed review of your case and respond via email. We might request more information from you in our initial response.

Support is available during regular business hours, Monday to Friday 9:00am to 5:30pm Eastern time. Outside of these hours, we might be available to assist you on a best-efforts basis, depending on our availability.

Besides the complimentary support that we offer through our software maintenance program, you can purchase additional support tickets for any additional support requests that you might need.

Complimentary Support Plan

  • Available to all currently licensed clients
  • Up to 3 free support tickets per license key for each licensing term (typically a year)
  • Issues identified as software bugs are not counted towards the ticket system

Additional Support Tickets

  • Expedited premium service
  • Available upon request
  • Scope of work required

It is important to note that our additional support ticket option is a good-faith option that is intended to help our clients than a form of financial gain. Our business is mainly operated under a product paradigm - we don't profit from service offerings. Having said that, we believe our software very rarely requires extensive troubleshooting and we are confident that our software is straightforward enough so it requires a very minimum learning curve for most professional developers. This offer is mainly designed to help our clients in resolving some obscure technical configuration issues when working with a particular integration scenario that does not fall under our standard support policy, or if you have used up the complimentary support tickets (which rarely happens to any of our clients). Nonetheless, we believe this option is useful when needed, and we don't offer the option openly unless you reach out to our team by making a request with your scope of work included.

It is important that you share with us as much information as you could possibly do, so our team will perform a proper assessment in determining whether the issue can be handled under the complimentary support plan without a charge, or it has to be handled by the additional support tickets. If it meets all the criteria of additional support tickets after our assessment, our team will prepare a formal quotation which you can further review and process. Once a support ticket order is placed, you may reach out to us to complete the engagement.

This offering is delivered remotely through email and/or online meetings only. This service is not designed for complex engagements that require more resources such as a full scale of performance tuning or an end-to-end ETL package design and development. For such scenarios, our Professional Services offering is the better option to consider.

It is also important to note that any unused support tickets will be confiscated if not used within a year from the date when the ticket is purchased. Please only purchase the ticket(s) when you are at the point that you and your team are ready to consume the ticket(s).

If you have any questions or concerns regarding the payment process, you can always contact us directly. We will be more than happy to assist you.