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Title
Important Notice on KACE Support Phone Changes -
Description
As part of the acquisition of Kace Software by Francisco Partners and Elliott Management, effective September 9, 2016 KACE Support will transition its phone system. -
Resolution
What has changed?
· The new phone number and regional business hours for contacting Support for KACE products can be found on the support portal.
· When your customers call into support, an English speaking Software Customer Service representative will answer the call and collect your customer’s information including a detailed description of the issue. They will then route the service request to the appropriate KACE support engineer who will call your customer back based on our defined Service Level Agreement (SLA). This change in process ensures accurate collection of your customer’s service request details and route the request to the best agent the first time.
Your customers will continue to have access to the Support Portal and the same global KACE support professionals focused on delivering high quality, responsive service they’re accustomed to. And remember, your customers can also submit a Service Request via the support portal for the quickest and most effective means of connecting with our regional support representatives.
We understand that these changes may impact the way customers are used to accessing support for their KACE products, but we are working to make these transitions as smooth as possible.