Keeper Security provides business customers with training, onboarding and individual end-user support through email, phone and web-based Zoom sessions.
Business customers who purchase Keeper's Onboarding & Training package are provided an unlimited number of dedicated user training sessions via webinars and individual Zoom sessions. Business customers are provided a dedicated account manager in either US or EU regions.
Business and Enterprise customers will receive standard implementation support for onboarding users and guidance regarding the integration of Keeper Bridge, Single Sign-On (SSO) and reporting modules.
Customers engaged in a PoC with Keeper will receive implementation support at the discretion of the account manager and the size of the opportunity.
Any custom integration or development required beyond the pre-built scope of the Keeper software will be quoted by your dedicated account manager as part of a professional services agreement. This includes Advanced integration, custom software development, assistance with Keeper Commander APIs and other 3rd party integrations.
The Keeper Business Support Team utilizes Salesforce ServiceCloud for customer case management and escalation. All emails sent to [email protected] will generate a support ticket and notify our level-1 support team in Chicago, IL USA and Cork, Ireland.
Support tickets with normal severity level will be answered within 1 business day. If a request is urgent, please specify the impact and urgency in the email and our support team will respond immediately.
Support tickets that require additional engineering assistance such as Active Directory or SSO implementation are escalated to Level-2 support engineers located in Chicago, IL USA, Cork, Ireland and El Dorado Hills, CA USA.
If Keeper software updates are required to address a customer issue, the ticket will be escalated to the Director of Engineering. The Director of Engineering will coordinate any software updates with the customer, and involve the relevant software development team.