Knoa Maintenance and Support

Maintenance & Support for Knoa end-user management solutions

Knoa's end-user management solutions are designed to help you maximize ROI from enterprise software applications by monitoring end-user experience and optimizing end-user performance. Of course, for Knoa's solutions to deliver on the promise, its own performance must be consistently impeccable while requiring minimal administrative oversight and effort from its host organizations. That's where Knoa Maintenance & Support comes in.

Notably active, yet nearly invisible

The traditional approach to software support and maintenance is simple — and simply inadequate — because it's based on responding to problems after they have already caused customer pain and expense. It's the "no news is good news" model: if customers aren't complaining, everything must be okay.

We disagree. Actively.

If it ain't broke, we keep it that way

As standard procedure, we conduct Weekly Health Checks on each customer's end-user management solutions, remotely accessing their system to verify the proper functioning of all Knoa components. Through these remote, thorough, totally transparent maintenance assessments, we:

• verify and maintain optimal functioning of all your end-user management system hardware and software
• provide timely version updates for your changing software infrastructure
• assess and accommodate evolutionary changes in your host system
• check the integrity of your collected data
• confirm that your analyses are running on schedule and generating all expected reports

We may perform Health Checks as often as daily when events warrant — e.g., in association with a group of new end-users, a major upgrade, etc. Our Health Checks radically reduce your overhead by eliminating most concerns that would otherwise require reporting and resolution.

We write our own tickets

These Weekly Health Checkups help us spot and correct most anomalies and potential problems before they impact the performance of your end-user management solution, or rise to the awareness of Knoa Console users. And "weekly" is just our normative average. In times of change — for instance, when we expand a deployed end-user management system to encompass a new group of users, or when an application we monitor is being upgraded — we may perform checks on a daily basis.

Our initiative minimizes customer calls for Support, from us or from their own IT resources. In fact, Knoa generates three out of four support tickets internally because we discover these needs before our customers do. When our customers do request help, our response is swift and sure - swift because we are not backlogged; sure because we stay in touch with customer needs and in tune with the fit between our end-user management solutions and the evolving cosmos of host systems.

As you'd expect: routine software maintenance and functionality upgrades

With Knoa's high quality standards, software releases for 'bug fixes' is a rare occurrence. Most of Knoa's maintenance release upgrades account for changes in the environment in which Knoa end-user management solutions operate — significant new versions of target applications, or changes in the environmental software.

Knoa's Software Maintenance gives you free access to new upgraded versions of the Knoa EPM product. These versions include new features and functions that were not in prior versions of the software. This new functionality is based upon a combination of suggestions from our customers, advances in technology and our leadership in advancing the discipline of end-user monitoring and management.

Unheard-of: free support for your changes, mods and updates

With traditional application management products if you modify or extend the monitored application, you have probably come to expect a lengthy and expensive process to modify the monitoring solution (via script or template changes). And you face the same challenge when you upgrade to the next release of the target application.

Instead of charging you for your growth and progress, Knoa supports, encourages, and underwrites it! Knoa takes care of any end-user monitoring template changes made necessary by upgrades and customizations — with no service costs, and no demands on your internal costs or time.

We wouldn't dream of doing less

Knoa's exceptionally comprehensive approach to Maintenance & Support is in keeping with our mission to improve the ROI realized from enterprise applications. It's how we walk our talk, and how we ensure that our customers achieve the potential and enjoy the full value we build into all of our end-user management solutions.

Benefit Summary

Weekly Health Checks ensure and maintain optimal end-user management performance

Our Health Checks radically reduce your overhead by eliminating most concerns that would otherwise require reporting and resolution.

Exceptionally responsive Standard Support provides swift resolutions to your emergent concerns

Because our regular Health Checks prevent so much potential trouble, we are able to respond to the fewer problems which arise with swift, focused attention.

All-inclusive Upgrade Support provides standard Knoa upgrades for your end-user monitoring solution — and free upgrades when you upgrade your applications and/or host system

Without this unprecedented level of upgrade support, you would have to accommodate your system upgrades through your IT group or by hiring a service provider, at a substantial outlay in cost or time in either case.

Free Access to Future Releases

The breadth and frequency of our upgrades reflect the fact that we're starting with the most advanced product in its category and, not coincidentally, serving the most technologically advanced and forward-thinking enterprises.