Support

Teknowledge has a unique approach to customer support and solution maintenance. We maintain all components of our solution, from the base product to the customized code as part of the annual maintenance agreement. Customers may contact Teknowledge Technical Account Managers via telephone during normal business hours. Additionally, Teknowledge also offers its Premium Support Service for support 24 hours a day, seven days a week via email, pager or a toll-free number.
	Hours:  Monday - Friday 8am to 6pm PST
	Phone:  1-888-440-0564
	E-Mail:  TekPortalSupport@Teknowledge.com
	TekPortal Customers:  Visit our TekPortal Customer Support Website
Outside of our normal support hours, you may continue to ask questions or report errors by leaving a message on the Customer Support Hot Line or you may send an email message. Inquiries will be addressed on the next business day. Premium Support Options are available during off-hours, weekends, and holidays, with a targeted 1 hour callback time.
When calling, please have the following information available: Customer Name and Financial Institution name Customer telephone number Date that the error or problem is being reported Narrative description of the case Software feature affected TekPortal product version or release number TekPortal software license number Support Specifics The Teknowledge Solution provides support for the Teknowledge Base Product and Custom Software including the following: Telephone, pager, and email access Front-line support for the customer including call receipt, call screening, incident reporting and tracking, search of problem databases, problem isolation and resolution, documentation of that resolution, and any replacement media, minor updates or maintenance releases Assistance in problem determination, isolation and next steps if the error proves to be in a third-part component Support for data aggregation from hundreds of Financial Institutions.  We monitor access to the largest and most popular institutions daily and proactively isolate and correct problems - often before you realize that there is a problem Support for customer requests for installing aggregation access to additional institutions With comprehensive support through toll-free telephone access to our Customer Support Group, your organization is assured of prompt access to a professional and courteous staff that will troubleshoot, diagnose, and deliver fixes for your Teknowledge Solution.