Keynote Support Plans

In the digital world, one size does not fit all. That's why we offer a simple, yet comprehensive support program that focuses on what’s most important to you. From 24/7 access to having your own internal advocate, we have you covered.

Support Levels

Standard Support

Standard Support provides unlimited software updates and access to Keynote’s 24/7 technical support team through its Support Central web portal. Support Central includes hundreds of knowledge-based articles and training, plus access to our large online community.

Extended Support

Extended Support provides live access by phone or through the Support Central portal 24 hours a day. Cases receive priority handling and have response SLAs for priority 1 and 2 issues. Includes 10 Advanced Incidents that provide triage, data, deep diagnostic, and mobile device support.

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Premium Support

For the most mission-critical teams, Premium Support provides stricter response SLAs, unlimited Advanced Incidents, and access to Keynote’s Priority Support Hotline—skip the prompts and reach a person ASAP! Cases can be created via email and customers are provided a technical advocate.

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Support Plan Comparison

Feature Standard Extended Premium
24/7 Support Central Portal
Keynote Communities
On-Demand Web Training
Live Web Training
Software Updates
Assisted Support Hours
Monday-Friday
8am-5pm
(local time zone)
24 / 7 / 365 24 / 7 / 365
Support Access
Web only Web only Web & Phone
Initial Response SLA Next Business Day Priority 1: 2 hours
Priority 2: 6 hours
Priority 3: 24 hours
Priority 1: 1 hour
Priority 2: 4 hours
Priority 3: 24 hours
Advanced Incidents
$499/each 10/month Unlimited
Priority Handling of Cases
Premium Support Hotline
 
Scripting Best Practices Review
 
Designated Customer Advocate  
Proactive Case Management
 
Quarterly Checkpoint Business Review  

Premium Support Details

Premium Support gives you flexible options to quickly access technical expertise and optimum response. Premium Support includes:

Premium Support Hotline
Advanced Incidents
Designated Customer Advocate
Scripting Best Practices Review
Quarterly Business Review
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