Reason #8 - TOP 10 Reasons - WHY KIPWARE®? - Great Support

#8 In our Series of the TOP 10 Reasons ... WHY KIPWARE® is :
Great Support !!

Since 1986 when Kentech Inc. was incorporated ... we have always prided ourselves on our relationships and support of our customers.

When Kentech Inc. was first started ... we provided CNC machine repair and support services to primarily the New England area. We always realized that if a clients CNC equipment was down ... their ability to make money and feed their business was seriously compromised and we needed to react quickly and effectively. We always put our customers needs first ... before our own and before even our own personal needs ... and the result was a constantly growing customer base and business success.

As we went down the road and transitioned into CNC / machine shop software ... we have always carried the CUSTOMER FIRST attitude with us. Let's be clear here ... Kentech Inc. is not a "side business" ... we do not create software just to see if we can do it ... this is not a hobby business !! Call our office and you can talk with a REAL PERSON !! Have a software support issue ... you will be handled within minutes by a REAL PERSON !! There are a lot of people out there that write software ... they are not software developers ... and give it away for free or practically free. WHY? Because they don't want to support it !! Basically because they wrote it to see if they can do it ... then decided "Hey maybe I can make some money off this." 

That's not Kentech and that's not how we operate. Kentech Inc. is a full time business ... it's our livelihood ... we make our living with our applications and our reputation !! What does that mean for you? Here are a couple of examples :

1. Emails : During our normal business hours ... emails and support tickets are normally answered within 15 minutes. After hours ... normally within an hour. Overnight hours ... within 8 hours.
2. Phone Calls : Kentech Inc. is a full time business ... it's not a hobby. Call our office during normal business hours and you can talk with a REAL PERSON !! Call after hours and leave a message ... your call will be returned within an hour or if during overnight hours ... promptly at the start of the next day's business.
3. Nights / Weekends / Holidays : We monitor all phone and emails during all after hours ... and that includes nights, weekends and holidays. Your after hours call or email will be answered within an hour or if during overnight hours ... promptly at the start of the next day's business.
4. Website Chat Bar : During our normal business hours, visitors to any of our websites will find a CHAT BAR available where users can interact with a live person and get answers to their questions immediately. This is a great feature for sales questions or support issues. Just log onto www.KentechInc.com ... www.MachineShopSoftware.com ... wwww.Kipware.com ... or www.KentechInc.net ... and CHAT AWAY !!
5. News and User Group : Take a look at the Kipware® News and User Group here. Not many posts ... not many issues. Response time ... impressive.
6. Video Training : When a client has a question ... or we release a new feature / title ... we provide in-depth video training. Our feeling is that video training is lightyears ahead of printed material. Easier and faster to create ... videos allow us to quickly respond to client requests and questions with a medium that provides the best and most complete information.
7. Contact Options : As outlined above ... our clients have many options and resources for answers and information ... because we are a full time business with a full time commitment to our clients and our products.

Need a Real Life Example of our Great Support?

Read a Real Story HERE

If you are looking for CNC / machine shop software ... I would ask you to think about two things :

1. What is the background and experience behind that products development. Not only regarding the software coding side ... but regarding the "real world" experience backing up the design philosophy and features of the product.
2. What kind of an organization ... or lack thereof ... is behind that product. Their commitment to the product ... to the support of the product ... and to the continued development of the product.

The businesses of our clients depend on our software ... and we don't take that lightly. That is the though foremost in our minds each and every day.

Kenneth Skonieczny - President
Kentech Inc.

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.