Support

As an enterprise IT solution, Kvinta provides comprehensive and ﬂexible support options. Based on the company’s needs and preferences, Kvinta is supported up to 24×7 in different languages and offers various support packages. The guiding principle of Kvinta’s support service is to enable the overall performance of your integrated T&T solution and related business processes, not limited to Kvinta itself.

As part of the Kvinta SaaS subscription model all our customers are covered by Level-3 vendor support, which means that we are always online to monitor system availability and performance and take preventive and corrective action as required. You can also report any incidents if the software is not working as expected and we will resolve them based on priority and criticality in accordance with our SLA.

Software Support Levels Explained

We also provide Level-2 support in a variety of standard packages. Our L2 Support will resolve issues within your speciﬁc Track-and-Trace solution, including integration with your system landscape, business processes. For example, our specialists will help you investigate issues with individually serialized items, resolve reporting issues with national systems, coordinate end-to-end investigations in integration ﬂows, and much more. The service can work in cooperation with your internal IT support services or function fully independently to resolve issues coming directly from your key users.

Here are a few examples of issues a company might request assistance with Kvinta Support:

Questions and support on Kvinta’s usability, performance and onboarding
The reporting system is rejecting a message
Data discrepancies between Kvinta and the reporting system
Data discrepancies between the system and the real world (location, status, hierarchy mismatches)
Master data or shipment documents not integrated from your EPR/WM system to Kvinta
Outbound shipment at the warehouse is blocked by validations from the serialization system
Complex and in- depth investigation of particular serialized item or shipments

The following L2 packages are available:

Availibility	24*7
SLA response time*	<8h
SLA resolution time	from 8h to 3BD
Reporting	Monthly
Management	Weekly
Language	Eng
Time mode	Client's Time Zone

*depends on the request

Availibility	8*7
SLA response time*	<24h
SLA resolution time	from 24h to 5BD
Reporting	Monthly
Management	Weekly
Language	Eng
Time mode	within 2h CET

*depends on the request

Availibility	8*5
SLA response time*	<48h
SLA resolution time	to 2w
Reporting	No
Management	Monthly
Language	Eng
Time mode	within 2h CET

*depends on the request

Discover the power of Kvinta AI

Empower your team, from seasoned experts to fresh hires, with an intuitive smart-manual for your T&T system. Engage in seamless interactions directly with the documentation.

Boost efficiency without stretching your budget: Elevate your Level 2 support speed with instant access to our comprehensive support database. Find swift, verified solutions for any challenge you encounter.

Tailored clarity: Should you require, Kvinta AI can transform technical answers into straightforward language, making complex topics effortlessly comprehensible.

Support