Our Services & Customer Support

Keystone provides on-going warranty and update support for all of our application software, as well as “first-line” support (backed by the manufacturer) of Rocket Software’s relational database environment, (UniVerse) and related tools. For system support continuity, for customers with on-premises implementations, Keystone also places itself ‘in the loop” for first-line support of the customer’s servers and operating system, for problem diagnosis, procedural questions, and version updates. However, we also require that those customers have a support relationship with the manufacturer, or appropriate field service organization, for on site server, and operating system support / subscription.

Our structured “Client Care” Help Desk process, and automated tracking system (including contact options for phoning help desk personnel, email, web-site, and “Live Chat”) is utilized to register, track and escalate support issues. Keystone’s support personnel have access to the customer’s system to provide problem diagnosis, including the ability to view the user’s screen (with permission given). Our policy of licensing and installing our application software source code on our customers’ servers allows for software updates on an immediate basis, if required.

Keystone continuously receives very positive feedback from our customers about the level of personalized and prompt attention they receive in Keystone support services.

Contact Keystone for customer/user references in your area!

Since training is perhaps the most critical element of a successful implementation, Keystone requires a minimum amount of time be ordered with each application module in order for client’s staff to become certified for production use and support service. Training is conducted at the customer’s location, or may optionally be hosted by Keystone at our southern New Jersey offices. This training incorporates both instructor demonstrations and “hands on” use of the system, utilizing actual work examples and local data for familiarity and relevance. Class sizes are purposely limited to ensure that each person is given proper individual attention and masters the content.
The training units are intended to provide for one complete and thorough series for each application software product, such that individuals can end up equipped to train others within the organization if desired.
On-going training is available to Keystone customers in the form of:

• Free classes in conjunction with the national and regional user group meetings
• General, periodic classes offered at Keystone’s offices
• Free webinars on topics of general interest
• On site, custom tailored training (sometimes shared by customers in vicinity to each other)

As a complete systems integrator, Keystone staffs all aspects of the implementation, training and on-going support of a Keystone system. Keystone draws on its staff-based deep subject matter expertise to fulfill the various aspects of an implementation project. These activities include:

• Product Review and Fit Analysis Consultation
• Site-Specific System Parameter Set up
• Software Modification/Development
• Data Conversion
• User Training
• Project Management

A single Keystone project manager/point of contact is assigned to each implementation. This experienced staff member serves as the facilitator between Keystone’s employee resources and a counterpart project manager of the customer’s. Keystone’s Project manager will review and send all written project communications as well as maintain the project plan. The project plan uses procedural steps that render the project more manageable. Each application module may be on its own timetable with regard to the various tasks that lead to its production use.

A key aspect of Keystone’s services is the ability to offer application product experts who not only possesses intimate knowledge of the software’s functions and data structures, but extensive industry expertise as well. The Project Manager will draw upon the depth of Keystone’s industry expertise to provide subject matter experts with many years of cumulative experience in each application area in the overall implementation.