Keystone provides on-going warranty and update support for all of our application software, as well as “first-line” support (backed by the manufacturer) for the IBM (UniVerse) relational database environment, the IBM web environment (RedBack) and our Windows Desktop component (Keystone Client).
For system support continuity, Keystone also places itself ‘in the loop” for first-line support of the host server operating system, for problem diagnosis, procedural questions, and version updates. However, we also require that our customers have a support relationship with the manufacturer, or appropriate field service organization, for on site server and operating system support.
Our structured “Client Care” Help Desk process, and automated tracking system (including optional customer web- based access) is utilized to register, track and escalate support issues. Keystone’s support personnel have access to the customer’s system to provide problem diagnosis, software corrections and version updates. (The installation of application software source code on our customer’s servers allows for software update on an immediate basis, if required.)
All software version updates released by Keystone are available to clients who are using the same product series, under the standard software maintenance agreement.