Support is available per the guidelines below. Talk live to one of our technical support representatives by dialing (888) 486-4343 and following the prompts to technical support for your product. If you prefer to create a support ticket, please simply email Support@KennelConnection.net
Support is available for Kennel Connection 7 software only. If you are using an earlier version of the Kennel Connection software and are having issues, please contact Sales@KennelConnection.net for upgrade pricing.
Authorized User Definition: A business owner is allowed to add authorized users to their account held on file with Software Connection. These authorized users hold the same privileges as the business owner when it comes to contacting Software Connection. They are able to change payment methods, set themselves as administrators in KC, change login credentials for KC websites, request password resets in the KC software, add other users as authorized users and more. Anyone not listed as an authorized user will be referred to the business owner or a listed authorized user for these requests. Please be sure to notify us immediately if these users change.
For anytime assistance, please be sure to bookmark our knowledgebase at https://help.kennelconnection.com
IMPORTANT! Support is only available for a system that is configured to our guidelines. If you are not running the latest service release, our support team may require you to update to the latest version before assisting.
Please note that if your issue is more urgent, we encourage you to email Support@KennelConnection.net and also contact us by phone. Click this link to see all the methods to contact support along with recommend methods. Contacting Kennel Connection Support
Support Plan Pricing:
· If you are on one of our monthly subscriptions such as Standard, Pro or Platinum, the support pricing is included.
· If you are on a legacy pricing structure, support can be purchased annually or semi-annually with a 12-month contract period.
· A valid support plan is required for use of our add-on features and for any support or training team assistance.
Signup for a support plan anytime here: https://kennelconnection.com/product/support-plan/
Support Availability:
Live Support: Live support is available during our business hours which are Monday through Friday from 8 AM to 5 PM EST excluding holidays.
After-hours Emergency Support: Emergency support is available nights, weekends, and US holidays, per the guideline listed below.
After-Hours Support Policy Guidelines:
After-hours support is available for emergencies only and must be
submitted via the After-Hours Support form in the HERE. After Hours
Support submissions will be reviewed by the on-call technician who will
determine the nature of the issue and respond accordingly. Emergencies are
defined as your product will not start on ANY computer, or you are
unable to print on any computer. Please review the KnowledgeBase or for
further information about resolving a non-emergency issue.
Support submissions to our support team after-hours that are deemed to be not
of an emergency nature will receive notice of such. Please contact the office
during regular business hours. Please visit the KnowledgeBase for further
information about resolving a non-emergency issue.
If your after-hours submission is in fact deemed an emergency, you will receive
an e-mail response within an hour. If you are unable to resolve your issue from
any suggestions the technician sends you, a phone call may be necessary.
If the technician cannot resolve the issue from the phone call, a remote
session may be necessary and you may need to wait an extended period of time
for a technician to get back to you from a computer to conduct the remote
session.
Issue tickets received between the hours of 12 AM and 7 AM EST may not be
returned until after 7 AM EST.
Support will not be provided if your support plan is not current. Renewal of
your yearly support plan either monthly or annually will be required prior to
any service being rendered. Renew your plan here: https://kennelconnection.com/product/support-plan
New and replacement computer installation support is not considered an
emergency. Installation assistance for new or replacement computers must
be scheduled during normal business hours.
Support Notices & Policies:
Support products are non-refundable and non-transferrable
There are no refunds for any support plan. This includes the yearly support
fees, the per-incident support fee, and any labor charges. Support fees
paid along with current support plans cannot be transferred to any other
business or location.
Support covers Software Connection LLC products only
Server, network, printer or computer issues such as but not limited to, Service
Pack or Windows update installations, SQL Server software troubleshooting,
terminal services(RDS) configurations, remote desktop configurations, Cloud
configurations, domain setup or any set up other than a physical computer
located at the physical address on file with Software Connection LLC or a basic
client/server computer network configuration are not supported and we will be
unable to provide support on those issues. It is recommended that you contact
your local computer repair representative for assistance. We are not
responsible for issues caused by the environment that the customer or any
representative of the customer chooses to use. Any issues that we are unable to
reproduce in our testing environment may indicate an issue in the environment
in which the software is currently installed at your location. This may require
you or your computer repair representative to install our software on a clean,
standalone machine to use to rule out or confirm environmental issues as being
the cause of problems.
Product Support Plan covers phone, email, chat and remote
support only
In most cases we can log into your computer remotely and take care of many
common issues for you. However, you must have high-speed internet access going
to the affected computer. If you do not have Internet access at your shop and
have no means of retrieving any files, updates, or remote support, you may be
required to visit a location with Internet access to obtain necessary files or
service. The Software Connection LLC technician reserves the right to terminate
remote support if speeds or connection stability are not acceptable or can
refer you to a local computer technician (of your own choice) for issues deemed
unrelated to the Kennel Connection software.
Product Support Plan covers your facility installation only
Your support plan only covers the SC product installation at your facility per
the address we have on file and the software and database must be physically
located at that address. Home installations are not covered under the support
plan. Service for home installations can be provided, but either for a fee or
with a site license.
Training
A free, one-time, 30-minute training session is available upon the initial
purchase of our software product. Additional training sessions may be purchased
as needed. Our support team is here to assist you with answering questions and
day to day usage help with your Kennel Connection software. Call us at
888-486-4343 or email us at Support@KennelConnection.net! Alternatively,
you can always visit our knowledgebase for answers to most of the common
questions. https://help.kennelconnection.com/support/solutions
Kennel Connection Live Access & Client Portal/Online
Reservations
If you are unable to connect to your Live Access system or your OLR system is
down and it's outside of our business hours or a Holiday, please first run
through this help article including a reboot of your computer that the Live
Access was installed on as a last step: Restore Live Access Connection. If after attempting all steps in that
article you're still having connection issues and you've verified your computer
have a successful connection to the Internet, please submit your issue
here: Report Live Access or OLR Connection Issue. Be sure to
include any error messages you may be receiving. Failure to provide information
accurately may result in
Database policy
Software Connection LLC is not responsible for and will not be held responsible
for your database. It is your responsibility to ensure that you have a backup
of your database (nightly, on different media, is recommended), that your
backup media is functioning properly to store your backup and that your backups
being created are valid and not corrupt. On the occasion that your database
becomes corrupt, you will need to restore from a backup that you created. Your
support plan does not warrant that Software Connection LLC will be able to
recover your damaged database. At any time with or without review, Software
Connection LLC reserves the right to defer all database’s requiring repair to
an external non-affiliated SQL DBA. Any
databases that Software Connection LLC development team attempts repair on are
subject to a $199/hour development fee and no guarantee will be made those
repairs will be successful.
Computer networking policy
Software Connection LLC is not responsible for the physical networking of your
computers. Prior to the product support team assisting you with networking your
KC product, your network must already be completed and all computers
communicating with each other. If there is no communication between your
computers, we will attempt to resolve this for you, but this is not something
covered under our support scope. If we cannot get the computers communicating,
you will be referred to a local PC technician of your choice to solve the
issue.
For troubleshooting purposes, you may be required to completely
uninstall any third-party anti-virus software or firewall components to
determine if they do or do not play a role in connectivity or latency issues.
Uninstallation and reinstallation are up to you and/or your PC technician and
is not covered under our support scope.
We are unable to assist with setting up Remote Desktop or any other sort
of connection between your physical locations and database.
Assistance is not available for installations that are not completed per our
product installation and networking guidelines.
Hardware
The Kennel Connection software is designed to work with only certain hardware. Our support team will do it’s best to assist you with hardware installs and any issues. However, many times it may be a local computer issue or an issue with the actual piece of hardware itself. In that case, we reserve the right to refer you to a local computer technician or directly to the hardware vendor for further assistance.