Support
KTL Solutions provides support during the hours of 8:30AM to 5:30PM EST, Monday through Friday. There are there options on how you can report your support problems. Support options include remote, phone, and email but are all generated through our client support portal.
Learn more on each of our ways below:
Remote Support
KTL Solutions utilizes state-of-the-art, web based, remote control technology. No software needs to be installed on the computer for KTL consultants or technicians to control and diagnose your computer program. The technology we employ works over existing firewalls and does not compromise your security. This technology enables KTL consultants or developers to provide real-time support from any location. This streamlined approach will help reach a resolution for your issue quickly and efficiently.
Phone Support
Clients can call our main office line at 1-866-960-0001 to receive technical support. When you place the initial call for an issue, your information will be recorded and entered into the KTL Client Support Portal. KTL Solutions provides a 3 business hour response time from the time your call is submitted if you have a monthly support agreement. Please note that depending upon your issue, it may not be resolved within this time frame.
One of our team members will contact you to ensure that your issue is resolved as quickly as possible. The person that responds to your support incident will be the person you work with until the incident is resolved.
Email Support
You can email support@ktlsolutions.com for support on your business solution or product. In your email please include the following:
- Subject Line: INCIDENT-Contact Name & Company you are representing
- Phone Number (Best Number to reach you at)
- Business Solution and the version
- Issue you are having (Please describe in detail)
- Please attach screen shots if possible
Your support request email will be entered into the KTL Client Support Portal, with follow up procedures as stated.
Never used our KTL Solutions Client Portal? Need a refresher on how the portal works? Here is a quick walk-through of what you need to do in order to setup your account, login, and submit a request.
Navigate to our portal site.
Login Information
If you already have been assigned login information, you are ready to sign in. Your login credentials would be your email address as the user name with your password being your last name followed by “1234”.
Ex: dsmith@ktsolutions.com | smith1234
If you haven’t been assigned login information, click the ‘Create Account’ button located below the login section. Make your user name your email address and your password your last name followed by “1234”.
Ex: dsmith@ktlsolutions.com | smith1234
If you forget your password in the future, you can request it from the website.
Submitting Incidents
Submit an “Incident” for support with ERP, CRM, or any other business solution.
You can also submit an “Incident” for a support request for custom software designed by KTL Solutions.
Follow Up
After your Incident has been submitted, a KTL Consultant or Developer will contact you in response to your submittal within 3 business hours if you have a monthly support agreement. Business hours are 8:30 AM to 5:30 PM.
