Kentech Software Support - Giving You the Answers to be Successful

One thing that we pride ourselves on is supplying our end users with answers to their questions in a timely fashion. That "timely" fashion was fully illustrated this week when we received a request from an end user who was struggling to create a G code program utilizing our KipwareT® application.

Here is the timeline of events ... and this is typical of support issues sent to our office :

Roughly around 9:00 a.m. :
The customer explained during the initial phone conversation that they had not had an opportunity to become as familiar with KipwareT® as they would have liked due to the fact that the shop was so busy. But now they had a rush job and needed to create their program and get the job running ASAP.

We talked on the phone a bit but it became obvious that trying to explain a part print without pictures was not going to get the results we both desired ... so we asked them to fax us a print. The best approach was for us to create a custom training video outlining how the program would be created using KipwareT® and post it to our video training webpage.

This approach would not only help them but add to our library of training videos so others could benefit from it as well.

Roughly 9:30 a.m. :
We received the drawing and began creation of the video presentation.

Roughly about 10:15 a.m. :
We completed the video and posted it to our video training webpage. We emailed our customer the link where they could view the video. SUCCESS !!

Total Time from Problem Report to Complete Resolution 

including a 10 minute full training video: 75 minutes !!!

How and Why so fast?

1. We are devoted to our clients ... we want our software to make you successful like we know it can.
2. This is our living ... we are not a "home shop", not "part time software developers", not "creating software for fun or to see if we can do it" ... this is our job, our business, how we support ourselves and our families.
3. If you have a problem ... our software may have a problem ... and we want it fixed ... NOW !!!!

We encourage our users to report ANY and ALL issues through the Support portal at www.KentechInc.com. Sometimes the fix is a simple email response ... which you should receive within 30 minutes of reporting during normal business hours and within 12 hours if off-time ... or it might be that we also need to create a custom, training video to explain the solution. Worse case ... for us ... you may have found a bug ... in which case WE WILL NORMALLY CREATE A FIX AND ISSUE AN UPGRADE within 12 hours of the report.

In any event ... we will be there for you 100% of the time and for 100% of the journey.

Kenney Skonieczny - President
Kentech Inc.