Platform Support

All websites and web applications (such as Moodle and Totara LMS) need monitoring and regular maintenance to ensure they remain stable, secure and function with the level of efficiency that your users expect and require. Kineo's Client Services team will partner with you to ensure your LMS delivers the ongoing performance and reliability your learners expect.

Whether you have a straightforward ‘how to’ question, or require assistance resolving a complex technical problem, by purchasing a Kineo support plan you will have peace-of-mind that your expert Client Services Team will be on-hand to help.

What support plans does Kineo offer?

We recognise there’s no one-size-fits-all when it comes to support requirements. We also recognise that each organisation has their preferred way of managing budgets and costs.

As a result, we’ve carefully designed each of our support plans to ensure that they are fair, easy to understand and allow clients to remain in control of their support budget.

Pay As You Go (PAYG+) support plan

This is a great choice if you want to ensure you only get charged for what you use. Whenever you raise a request for help or support, Kineo will deduct time from your remaining Support Hours balance, in 5-minute increments.

There’s no need to worry about how you will maintain control of your Support Hours spend; our online self-service dashboard makes reporting on your Support Hour usage very straightforward. Should your balance ever run low, your Client Services Manager (CSM) will simply recommend that you top-up.

As well as the Support Hours component, our PAYG+ plans include a small, fixed annual service fee, to cover the administration of your account.

Unlimited support plan

An Unlimited plan is available to clients who purchase an accompanying Kineo hosting plan, and is a great choice if you know you will require a fair amount of support and have a fixed budget to work to. Through payment of a one-off fixed fee ahead of your support term, you will get all the support you need, without any further charge.

 

Support tiers

Core Tier

It is best suited to the support of small and medium sized systems – as a rough rule of thumb, we would consider a ‘medium’ sized system as up to 50,000 users.

Intensive Tier

Intensive teams each comprise a named Client Services Manager and at least one named Application Engineer. Each team manages a capped volume of client systems, enabling named team members to gain a more ‘intensive’ knowledge of each client system within their care.

Intensive teams are best suited to larger, customised systems where specialist knowledge is a prerequisite for support.

Dedicated Tier

A Dedicated team comprises a named Client Services Manager, a number of named DevOps and Application Engineers and access to Solutions Architects, Developers and Testers when required. Dedicated offers maximum focus for you and the on-demand needs of your business. This model is best suited to highly complex, business-critical systems, with a large (typically international) user base, where an additional level of dedicated service is needed.

 

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