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The
Mekko Graphics Customer Support team strives to continuously provide customers
with the best possible service. From incident-level help to unlimited cases,
KMA offers support programs to help you speed deployment, reduce downtime, and
maximize the usefulness of your Mekko Graphics software.
We offer a variety of support channels, including the web,
e-mail, telephone, and online knowledge bases. Mekko Graphics Support includes
both paid and complimentary support. Complimentary support is available through
a variety of online sources as well as from our Mekko Graphics customer support
team. Paid support can be obtained directly from technical experts through the
purchase of Support incidents and contracts.
For immediate assistance, access Mekko Graphics Online Help, which includes an overview of all the basic features supported by Mekko Graphics. It can be accessed from the Mekko menu in PowerPoint®. You might also want to review the Support FAQs, which provide information and suggestions in the areas of
Installation and Activation, Requirements, Using
Mekko Graphics, Formatting and Excel
Issues. Here you will find questions we've received from our users in the past, along with detailed answers that may address your needs.
Mekko Graphics 4 Complimentary Support includes:
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Online support information from sources that include Mekko
Graphics Help, FAQs, sample presentations, and our Chart Finder.
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E-mail or phone support directly from our customer support
team only for installation or activation issues. |
Mekko Graphics 4 Paid support includes two options:
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Technical support on a ""
basis at a rate of $30 per incident.
Click here to purchase a support
incident. |
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A
which includes unlimited technical support for one year at a rate of $149 per
single-user license.
Click here to purchase a One year Mekko
Graphics Support Contract.
For information on contractual support for volume licenses, please contact us
at sales@mekkographics.com. |
Administrative support is separate from Mekko support and
includes the creation of reports related to a client's license purchase and
usage. An administrative support incident costs $69 per report.
Payment methods include by phone via credit card (MC, Visa, AmEx) or on
www.mekkographics.com. Once payment is received, Mekko support professionals will communicate back during our office hours, and no later than one business day.
Paid support is not provided unless a customer has registered their Mekko Graphics software.
Our support services are available Monday - Friday, 9:00am to 5:00pm, Eastern Time (GMT - 5).
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Knowledge Management Associates (KMA) defines a single support incident as an
issue that focuses on one aspect of the product - e.g. use of a specific
documented feature of the product or assistance with a specific problem or
error message. A single support incident may involve multiple phone calls,
emails and off-line research. KMA Support consultants are responsible for
determining what characterizes a support incident. Customers are eligible for a
refund on single incident charges for product defects and documentation errors.
Once an issue is accepted as being within the extent of technical support,
resolution of a technical support issue shall be defined as accomplishing any
one of the following:
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Providing a reasonable solution to the issue |
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Providing a reasonable work-around to the issue |
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Determination by KMA that the issue is an enhancement request and forwarding
the request to Mekko Graphics Product Management for future consideration |
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