Naelan has a dedicated team responsible for helping its customers and partners working with KSL Suite software solutions. This team has a technical support hotline and works to troubleshoot and resolve technical problems and issues experienced by its customers.
Only customers with a maintenance and support agreement may access these support services.
Support is usually provided through a customer website, but it is also available by phone or e-mail. Some issues may also require on-site services. To make this service more efficient, Naelan offers a web tool that allows its customers to enter and track their requests. The tool provides the traceability needed for monitoring issues encountered in our software packages.
The KSL Suite technical support team is based in Lyon. Comprised of experienced engineers, the team provides KSL Suite customers with high quality, accurate, and fast support, Monday through Friday (excluding holidays). We can also provide 24/7 support through our integrator partners.
Our main objective is to categorize the problems and issues you encounter, forward requests for problem fixes to the research and development teams, if needed, and provide you with information on the status of incidents.
For efficient service, please have the following information available when contacting us:
- The version number of the software you are using
- A detailed description of the situation in which the problem is occurring
- If possible, instructions on how to reproduce the problem (template, data set, project export, remote access, etc.)