Technical Service Support

Our Commitment to Keeping You Up and Running

At KeyPaaS, we know that your business relies on our platform — equipment, communication, and software  working seamlessly. That’s why our Technical Service Support team is here to ensure you get fast, effective help whenever you need it.

Objective

Our goal is simple:
Deliver fast, reliable, and expert support to ensure the performance, availability, and stability of your end-to-end solution from physical equipment to communication systems to the SaaS application layer.

We’re here to minimize downtime, resolve issues quickly, and keep your teams focused on what matters most growing your business.

Support Organization

Our support model is designed to provide the right help at the right time: 

  1. Tiered Support Levels
  • Level 1 – Frontline support for quick troubleshooting, usage guidance, and minor issues.
  • Level 2 – Technical deep-dives for configuration problems, system performance, and hardware diagnostics.
  • Level 3 – Engineering-level support for escalations, bug reports, and complex infrastructure-level issues.

 

  1. Multichannel Access
  • 💬 Email support via Support@keypaas.com
  • 💻 Ticketing portal with Client’s dedicated dashboard
  • 📞 Direct phone line for urgent/high-priority issues
  • 🔧 Remote diagnostics & monitoring tools (where applicable)

 

  1. Integrated Knowledge Base Access to FAQs, troubleshooting guides, and best practices — available 24/7 within the platform.

Hours of Service

We support customers across time zones and industries — so our service hours are designed to meet real-world needs:

  • Standard Support:
    Monday to Friday, 08:00 – 18:00 (GMT+2 time)
  • Extended/24×7 Support in case of critical incident:
    Available on request for mission-critical environments 

Coverage Areas

Our technical support covers:

  • Equipment – Installation, diagnostics, firmware updates, and performance issues
  • Communication Systems – Connectivity, data transmission, and network integrations
  • Software Application – User issues, account management, features, bugs, updates

Need help now?

Contact Support@keypaas.com  or log into your dashboard to open a ticket.

We’re here to help  every step of the way.