Contact Basic Support

You have several options available to you to contact basic support or check on an existing request:

To Reach Basic Support by Email:

Send an email to support@keynote.com. When submitting a Basic Support Service Request via email, please provide the following information:

• Your company name
• Contact information including but not limited to name, phone number (including extension), and email address
• Brief description of the problem (in the email subject line)
• Relevant data such as MyKeynote post graphs and/or screen shots
• Service request number if this is a continuation of an existing request (in the email subject line)
• Severity Level (Medium, High or Critical)

To Reach Basic Support by Phone:

You can call 1-888-KEY-SYST (1-888-539-7978) to address any questions or issues you have. We will respond to your request the same business day.

To Reach Basic Support on the Web:

Simply visit our Support Central Portal (http://support.keynote.com).
If you do not have a Username and Password, go to http://siebel.keynote.com/eservice_enu/start.swe?SWECmd=Start, and click "New User."

To Enter a New Service Request:

1. Go to http://crm.keynote.com/eservice_enu/start.swe?SWECmd=Start&SWEHo=crm.keynote.com.
2. Enter your user name and password, and click the Login button.
3. From the top navigation bar, click Service Requests.
4. In the My Service Requests section, click the New button.
5. From the drop-down menus, select the Type and Priority.
6. In the text fields, enter a service request Title and Description.
7. From the Product drop-down menu, select the Keynote product that relates to the issue.
8. Click the Save button to open the ticket.

To View an Open or Pending Service Requests

1. Go to http://crm.keynote.com/eservice_enu/start.swe?SWECmd=Start&SWEHo=crm.keynote.com.
2. Enter your user name and password, and click the Login button.
3. From the top navigation bar, click Service Requests.
4. In the My Service Requests section, click the Down arrow in the Status column. This moves all “open” issues to the top.

To Add Additional Information to Service Requests

1. Go to http://crm.keynote.com/eservice_enu/start.swe?SWECmd=Start&SWEHo=crm.keynote.com.
2. Enter your user name and password, then click the Login button.
3. From the top navigation bar, click Service Requests.
4. Click the Service Request number for the open issue.
5. From the Update tab, click the New button.
6. Fill out the description field and click Save.

To View Solutions

1. Go to http://crm.keynote.com/eservice_enu/start.swe?SWECmd=Start&SWEHo=crm.keynote.com.
2. Enter your user name and password, then click the Login button.
3. From the top navigation bar, click Service Requests.
4. In the My Service Requests section, click the Down arrow in the Status column. This moves all “open” issues to the top.
5. Click the SR Number of the open service request.
6. In the Associated Solutions section, click the hyperlink to show the solution for the service request.

Download our Support Datasheets