Support is at the heart of iKNiTO. While iKNiTO is designed to be intuitive and easy to use, similar to any other online service with 24/7 availability, it deploys a reliable and guaranteed support system.
iKNiTO uses Zendesk with over 65 million people around the world as recipients of its support systems through customers services and help desks. This is a cloud based customer service software. It is reliable and very easy to use.
While users will have resources such as Help, Frequently Asked Questions (FAQ) and a rich support knowledge base which will resolve a good majority of problems and questions, iKNiTO support is a highly responsive one.
iKNiTO support operates at three levels
Hot Line: End users will only interact with this level of support. Everything starts by entering iKNiTO support and registering a problem or issue. A ticket will then be issued which will remain active until the problem is satisfactorily resolved.
Local Support: This will ideally be institution’s library which will provide next level of support should the problem persist. Therefore, part of iKNiTO’s deployment is establishing this local support.
Centralized Support: This is iKNiTO’s regional center in your area or region. At this level, a persisting problem is examined from different aspects and a satisfactory solution is offered. This level of support only interacts with the local support.