Customer Words

"It was important that we select a supplier who understood the needs of a Reinsurance Intermediary. In KnowledgeCenter and their product Kcenter we have found the ideal fit. KnowledgeCenter has a proven track record in the industry with a strong and impressive Client base."
- Leslie Mactavish, Vice President of Internal Operations, Beach & Associates

Application Support

Lifetime application support for mission-critical systems

At KnowledgeCenter we pride ourselves on our long-term business relationships with our clients. The key to these relationships is our understanding of the fact that our clients use our products and solutions for applications that are absolutely critical to their businesses. Such applications demand the highest levels of support which is exactly what KnowledgeCenter provides.

KnowledgeCenter understands that support starts even before a system goes into Production. As part of our implementation projects, we work with our clients to define appropriate infrastructure and operational procedures that will keep their applications operating at peak efficiency.

KnowledgeCenter provides ongoing support services under the terms of our flexible Service Level Agreement that can be tailored to meet the specific needs of each client. When a problem does occur, KnowledgeCenter customers can obtain assistance by logging-on to our on-line Ticketing system and raising a new Ticket.

KnowledgeCenter pro-actively manages each Ticket to a successful resolution, taking due account of the priority assigned to the Ticket by the client, with appropriate escalation where required. We maintain a copy of each client’s configured and customised system in our offices allowing us to easily replicate problems and diagnose the cause and appropriate resolution. On those rare occasions where a Ticket highlights a problem in the underlying software, we can respond rapidly because all our solutions are built on our own software, so we can always get right to the heart of any problem.

The Ticketing system also allows our clients to monitor the progress of each Ticket and see overall reports on current and historical Tickets. As a matter of course, we regularly review our overall performance on resolving Tickets to ensure that we are providing our clients with the support they need and we are happy to organise reviews with specific clients as and when required.