Maintenance, Repair, Support Plan
Kronos Support Services At-A-Glance
Plus Service Features:
Technical Account Manager: A seasoned service professional who will draw upon a vast knowledge of Kronos products and services to provide you with proactive,consultative expertise.
For Platinum Plus customers, a TAM is available 24 hours per day, 7 days per week;
For Gold Plus customers, a TAM is available from 8:00 a.m. 5:00 p.m., Monday Friday.
Equipment Services:
Depot Exchange Service: A
replacement unit will be sent to
you via next business day delivery.
When you receive it, you send
the terminal needing service to
a Kronos Depot Repair Center.
Depot Repair Service: You send
the terminal needing service to
a Kronos Depot Repair Center.
Upon receipt, Kronos will repair
and return the product to you
within ten business days. No
replacement unit is provided.
Components of Platinum Support Plan:
Platinum customers have access to all service features listed below. They also have the option of upgrading to Platinum Plus, thereby gaining access to Plus Service Features:
Telephone Support: 24 x 7 x 365 access to support engineers via our toll-free telephone number (available from 8:00 a.m. 5:00 p.m., Monday Friday, for Gold Plus, Gold and Silver customers).
Technical Advisories: Technical alerts available via our self-help portal. Check in regularly to be aware of issues before they affect you.
HR and Payroll Answerforce: A resource on our self-help portal that provides instant,authoritative answers to all your HR- and payroll-related questions. Gain access to government
compliance data, best practices, pay calculators and more!
SHRM e-Learning: SHRMs online educational environment featuring HR-related mini-courses facilitated by leading industry experts, accessible via our self-help portal.
Learning Quick Tips: Pre-recorded, mini-training modules that provide advice on how to perform specific tasks pertaining to your Kronos application.
Brown Bag Sessions: Live virtual workshops covering a variety of hot topics.
Service Case Studies: Studies that provide you with an in-depth understanding of technology
and how Kronos applications incorporate that technology.
Technical Insider: Your technology guide for best practices, procedures and tools.
Software Assurance*: The latest available product releases, updates, and patches, including legislative and compliance updates.
Documentation*: Product manuals and related documentation.
Live Online Support*: A Web-based screen-sharing application enabling Kronos support engineers to remotely view your issue and help you solve problems real-time.
Knowledge Base*: An online database that is tightly integrated with our Global Support Centers case management system. It contains thousands of answers to questions about
Kronos products and is frequently updated.
Customer Forums*: Organized by product platform and using threaded messaging, our customer forums allow you to post questions to other forum visitors or provide advice to someone elses query.
Frequently Asked Questions*: Before consulting our Knowledge Base, consult our collection of FAQs. The content comes directly from the Knowledge Base, so you can be sure it is
frequently updated.
e-Case Management*: Track your open cases, monitor steps taken toward resolution and provide additional information to help with problem diagnosis and resolution.
Product Tutorials*: Learn about your Kronos applications through self-paced tutorials.
Components of Gold Support Plan:
Gold customers have access to all Platinum components except for 24 x 7 TAM access and 24 x 7 phone support. They have the option of upgrading to Gold Plus thereby gaining access
to Plus Service Features.
Gold customers receive 8:00 a.m. 5:00 p.m., Monday Friday, local time phone support.
Components of Silver Support Plan:
Silver support customers are limited to the services delineated by an asterisk above.
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