Removal of the Email Channel for Support Request Submissions

Announced On Support Ended
 Oct 30, 2020  Nov 16, 2020

 


What is changing?

Support request submissions via email will no longer be supported as of Nov 16, 2020.

 

Why is Kemp making this change?

This change will decrease the amount of “anonymous” support requests that are created. Requests submitted anonymously require additional time spent on verifying the customer's identity and collecting additional information. Our team would better serve our customers by devoting this time to achieving a resolution. It is our hope that the outcome of this change will be to decrease resolution time while bettering the overall customer experience.

 

Am I affected?

If the preference of your organization is to submit support requests via email, you would be directly affected by this change. This change only affects the email submission channel. Other submission channels would not be affected. The remaining channels of submission would be via phone or via the Kemp Support website.

 

What do I need to do?

If you currently submit support requests via email, our recommendation would be to submit future support requests via the other supported channels. Once this change takes place the email channel will no longer be available.

 

Frequently Asked Questions

 

Can support requests be updated via email or will communications be restricted to the channel by which the request was originally submitted?

This change only affects the initial submission of support requests. Customers will continue to receive updates via email and will continue to have the ability to provide updates via email.

 

We have support requests that were opened via email before Nov 16, 2020. How will these requests be affected?

Such requests will be unaffected by the change. Customers can continue communicating on these support requests using their preferred channel. No other action is required.

 

What are some of the advantages of making this change?

  • Decreased resolution times
  • Better customer visibility within Kemp
  • More opportunities for “self-help”
  • Improved customer experience
  • More efficient collection of customer data
  • Reduced spam/junk emails

 

What happens to support requests submitted via email after this change takes effect?

Support requests received on or after Nov 16, 2020, will receive a response directing the customer to another channel to submit their request.

 

Who do I contact if I need help or have other questions?

Please comment below or contact Kemp Support with any additional questions or concerns.

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