Support is typically the most time-critical component of an application’s lifecycle. At KX, to ensure continuity of service and swift resolution of issues, we offer 24 x 7 x 365 software support with tiered response times tailored to client needs.
01
Cost
Effective
COST EFFECTIVE
We can guarantee to save you significant development time with the support service. An issue can stall development for days or possibly weeks we can resolve immediately. In a large percentage of cases code supplied via a support ticket completes a major piece of development in a matter of minutes.
02
Secure
SECURITY
Whilst it is possible to send support questions to public KX forums and list boxes these are public forums and offer no security. The KX Support Portal is a secure medium for exchange of client sensitive information.
03
Guaranteed
Response
GUARANTEED RESPONSE
KX guarantees a response to all issues raised. Such reliability cannot be assumed from volunteer-based list boxes and support forums and its absence can compromise IT departments who may have internal SLAs with business units.
04
The Best KX Programmers
THE BEST Q PROGRAMMERS
KX Support queries can be escalated to a team of experienced KX engineers and architects where the most qualified person for any given issue generally provides an answer. This results in a faster turnaround time for responses.
05
Online History of Support Issues
HISTORY OF SUPPORT ISSUES
Our online Quality Manager maintains a history of all support questions for each customer.
KX Software
Support Benefits
KX Software
Support Benefits
01
Cost
Effective
COST EFFECTIVE
We can guarantee to save you significant development time with the support service. An issue can stall development for days or possibly weeks we can resolve immediately. In a large percentage of cases code supplied via a support ticket completes a major piece of development in a matter of minutes.
02
Secure
SECURITY
Whilst it is possible to send support questions to public KX forums and list boxes these are public forums and offer no security. The KX Support Portal is a secure medium for exchange of client sensitive information.
03
Guaranteed
Response
GUARANTEED RESPONSE
KX guarantees a response to all issues raised. Such reliability cannot be assumed from volunteer-based list boxes and support forums and its absence can compromise IT departments who may have internal SLAs with business units.
04
The Best KX Programmers
THE BEST Q PROGRAMMERS
KX Support queries can be escalated to a team of experienced KX engineers and architects where the most qualified person for any given issue generally provides an answer. This results in a faster turnaround time for responses.
05
Online History of Support Issues
HISTORY OF SUPPORT ISSUES
Our online Quality Manager maintains a history of all support questions for each customer.
KX SOFTWARE SUPPORT SERVICES
Swift diagnosis and resolution of issues is of paramount importance when users and downstream systems are dependent on continuous, reliable processing. As well as regular updates, KX’s Software Support Services’ Issue Management and Resolution services provide that security.
But the support function at KX is designed not just for problem resolution. Additional Technical Support is provided via our KX Community that offers friendly collaborative assistance as well as self-help resources giving guidance and insights into optimal and innovative use of KX for exploring evolving business needs and opportunities.
Issue Management and Resolution
KX provides a range of support services that reflect differing client needs in maintaining their critical business functions. For some it may be their internal operations, for others it may be the provision of derivative value-added services to their own customers. In all cases, they depend on the smooth and continued operation of KX software. For that reason, we offer graduated levels of software support based on agreed Incident Severity Levels.
INCIDENT SEVERITY LEVELS
| S1 | Critical business impact – Customer’s production use of the Licensed Software on a primary business service, major application or mission critical system is stopped or so severely impacted that the customer cannot reasonably continue work. |
| S2 | Significant Business Impact – Serious problem but continued use of the Licensed Software is still possible (production) or a serious problem irrespective of whether continued use of the Licensed Software is still possible (non-production environment). |
| S3 | Minimal Business Impact – Product features are unavailable in the Licensed Software but a workaround exists and the majority of software functions are still usable. Minor function/feature failure that the customer can easily circumvent or avoid. Customer’s work has minor loss of operational functionality. |
| S4 | Nominal Business Impact – Minor problem or question that does not affect the Licensed Software function such as How-To’s, documentation, general questions, or enhancement requests. There is no impact to product usage or customer’s operations. |
| Severity Level | Description | Silver | Gold and Premium* | |
|---|---|---|---|---|
| S1 | Critical business Impact – your production use of the Licensed Software on a primary business service, major application or mission-critical system is stopped or severely impacted which severely impacts your normal business operations.
|
Support Hours | 9am-5pm
Business Days |
24/7 x 365 |
| Response Period | 4 hours | 1 hour | ||
| Update Frequency | Weekly | 4 hours | ||
| S2 | Significant Business Impact – Serious problem but continued use of the Licensed Software is still possible (production) or a serious problem irrespective of whether continued use of the Licensed Software is still possible (non-production environment)
|
Support Hours | 9am-5pm
Business Days |
24/7 x 365 |
| Response Period | 2 Business Days | 1 hour | ||
| Update Frequency | Weekly | 4 hours | ||
| S3 | Minimal Business Impact – Product features are unavailable in the Licensed Software but a workaround exists and the majority of functions are still useable. Minor function/feature failure that you can easily circumvent or avoid. Your business operations have minor loss of operational functionality.
|
Support Hours | 9am-5pm
Business Days |
9am-5pm Business Days |
| Response Period | 1 week | 4 hours | ||
| Update Frequency | N/A | 1 Business Day | ||
| S4 | Nominal Business Impact – Minor problem or question that does not affect the Licensed Software function such as How-To’s, documentation, general questions, or enhancement requests. There is no impact to Licensed Software usage or your operations.
|
Support Hours | 9am-5pm
Business Days |
9am-5pm Business Days |
| Response Period | N/A | 1 Business Day | ||
| Update Frequency | N/A | Weekly |
*Premium Customers also receive access to a Premium Support Account Manager to assist with product training, deployment support, Licensed Software performance reviews and an annual assessment.
ADDITIONAL SUPPORT
RESOURCES
At KX we are passionate evangelists of the power of kdb+ and nowhere is this better illustrated than in our library of kdb+ Technical White Papers and support groups which are publicly available. These resources offer expertise on topics such as multi-threading, efficient use of adverbs, gateway design and analysis of multi-partitioned kdb+ databases.
KX Documentation
We provide a KX language reference for documentation and guides on programming in kdb+. We also provide kdb+ tutorials and an online copy of Q for Mortals 3 as well as a wealth of other important information for building kdb+ applications, including a range of technical white papers.
GitHub
Developers from around the world share some of their best kdb+ code, libraries, and frameworks on GitHub, and KX features them on its corporate GitHub page. Please send along your great kdb+ ideas to kxcommunity@kx.com.
KX Listbox
For employees in companies that have licensed kdb+, we provide the kdb+ Listbox – simply submit your company email address to join,
Contact Support
License Request
Expertize to deliver performance
AMERICAS
Tel: +1 (212) 447 6700
EMEA
Tel: +44 (0)28 3025 2242
APAC
Tel: +65 65921960
ANZ
Tel: +61 (0)2 9236 5700