Keystroke has employed our industry-leading VIP and Orange Care support plans for over eight years now, and they have worked great to provide our loyal customers a balance of reliable break/fix support and professional project management service. Over the years we’ve even implemented online renewal services to make these plans less expensive and even more convenient than before.
Our support team is comprised of ten full-time staff, many of which came directly from Act!, with a wide range of technical expertise, including troubleshooting in Act!, SQL, AMA, networking, Windows, Office, Add-ons, and many others. The support team makes up over one-third of our company’s employees and is our most expensive department, with service available from 8AM – 8PM EST Monday through Friday.
We even developed our own support desk support called Act4support, which is tailor-made to handle a high volume of tickets right from within Act!, while offering subscribers visibility of all service activity on their mobile device using the Keystroke Account Manager.
In short, we’ve invested heavily over the years to provide unparalleled level of service and support to our customers.
However, in reviewing the structure and usage of these plans recently, it was observed that these two support plans confer the same benefits to Keystroke customers and non-customers alike, which was never the intention.
VIP and Orange Care support plans are intended for those that have either purchased Act! from us in the past; are currently subscribing to Act! through us; or are actively hosting their database with us. These customers have made a commitment to us, and quite rightly should expect some superior benefit of membership.
It is with this reasoning in mind that effective January 1st, 2022, Keystroke will be limiting the sale of Orange Care and VIP Support plans to these three groups of customers. Those that do not qualify will be offered blocks of service hours at the normal posted rate, which is $150/hour for level 1 & 2, and $185/hr for Level 3.
- For reference, Level 2 support involves standard break/fix service within the Act! application itself. Level 3 generally involves programming, scripting, more advanced service work, training, and general business consulting. Click HERE to learn more about our difference support plans, including Orange Care and VIP.
To be clear, customers purchasing blocks of Level 2 and 3 service from us can expect the same quality of service as Keystroke customers subscribing to VIP or Orange Care plans, they just won’t enjoy the same savings. If you’d like to learn more about all the available support options, please click HERE to be taken to our shopping cart selections.
We think you’ll find many “apeeling” options.
