K2 offers real-time technical support and maintenance to help our customers maintain their K2-based solutions and keep them running in an optimal way. Delivered by experienced K2 support engineers, we strive to give our customers a variety of options to fit every need. K2 provides a support portfolio that offers direct access to support personnel across multiple regions, assurance for disaster recovery during after-hours and extended cover on obsolete product versions.
The chart to the right provides an overview of the support options available for purchase. For more information about each option, see the detailed descriptions below.
The foundation for all K2 support offerings is the Gold Support package. This includes software assurance and software support for a 12-month period, giving customers access to all hotfixes, updates and major releases of the K2 software products they have purchased. In addition, they will have access to our K2 Customer Portal, knowledge base and K2 Underground — websites that provide product downloads, documentation, help topics, community forums and a place to open break-fix support tickets. Telephone support is available to Gold customers during regular business hours for the region in which the software was purchased.
PREMIER SUPPORT ADD-ONS
K2 offers Premier Support options for customers who want more access and a greater level of flexibility than what is offered in the Gold-level package. Each Premier Support option, which can be added separately or bundled for a discount, is an add-on to Gold Support and cannot be purchased in lieu of Gold Support.
The subscription-based options can be purchased in 12-month increments and provide ad-hoc support assistance.
K2’s Business Day After-Hours support provides after-hours support during the work week, defined as the start of business on Monday to the end of business Friday, in the region where the software was purchased.
The Everyday After-Hours option ensures support any time inside or outside of normal business hours, including weekends and public holidays, in the region where the software was purchased.
||The Multi-Regional support option is for customers with offices or teams in multiple regions or countries. It entitles each team to support-desk services in their own region. For example, ABC Corporation purchased two K2 server licenses in North American and maintains them there. However, with only Gold-level support, ABC’s development teams in London and Hong Kong would need to utilize support in the US, using the business hours of that US region. With the Multi-Regional option add-on, ABC development teams outside the United States can now receive support from the K2 office in their own region, using their own region’s business hours. The K2 Multi-Regional support option extends Gold-level support to additional regions during normal business hours for that region.
||K2 Extended-Term support is for customers using K2 product versions that have entered a sunset or end-of-life (EOL) status and are no longer supported under standard K2 support and maintenance policies. The K2 Extended support option provides Gold-level support in the region where the software was purchased.
Pay-Per-Incident Options **
K2’s pay-per-incident options allow support to be purchased on a per incident basis. Payment is required before services are rendered and is paid per time unit of service used.
K2’s Pay-Per-Incident Scheduled After-Hours support provides support during schedule maintenance periods with normal use for production server upgrades, installations or deployments.
The Pay-Per-Incident Emergency After-Hours option provides support during an emergency if you don’t subscribe to any after-hours support options or have not scheduled after-hours support.
||Technical Advisory Services
||Customers can purchase TAS credits for access to a K2 knowledge expert who can address specific technical questions regarding design or implementation of a K2-based solution. This allows customers to get the solution-building guidance they want without having to engage in project-based consulting services. For more information on TAS services, read the TAS overview.
* All support packages are governed by the K2 Support and Maintenance policy available here.
** Pay-per-Incident options are only available in selected regions. Please consult your K2 representative for more information.
Technical support can be accessed in multiple ways.
Find and contact a regional technical support desk by phone. Please review our holiday schedule for important information on support hours during holidays in your region.
Customer Support Portal
Technical support is available online at our Customer Support Portal. This extranet provides a wealth of information, such as:
> K2 product software for download
> released software
> service packs
> feature releases
> training materials
K2 Knowledge Center
The K2 Knowledge Center (KC) highlights best practices and an array of deployment scenarios and innovative approaches. Moreover, the K2 KC shares the breadth and depth of K2 knowledge from our committed global community. This resource provides our customers and partners with constant access to the latest and best information available.
Access to the portal currently is provided to all customers and partners who purchase the Technical Support and Maintenance package. Please contact your K2 sales representative for more information.
K2 Underground is a publicly accessible, community-driven online resource. It provides valuable technical information and brings K2 experts from around the world together to collaborate on pressing or challenging issues. K2 support professionals regularly participate in the forum and assist in discussions.
K2 Support and Maintenance Policy
Download the K2 Support and Maintenance policy here.