K2 blackpearl and K2 Appit for SharePoint Support

K2 offers a number of support packages to fit your specific needs. Find out what’s included in the standard K2 blackpearl and Appit for SharePoint support packages, and learn more about optional add-ons that can be purchased to cover any other support needs you may have.

K2 blackpearl

Standard Support Package

K2 blackpearl standard support includes software assurance and provides users with access to a technical support engineer via phone or online during standard business hours. After-hours and product usage requests are not included, but can be purchased for an additional cost.

K2 blackpearl software assurance provides ongoing access to product updates and downloads and various technical assistance resources, including:

  • Online training and tutorials
  • K2 Knowledge Center access
  • K2 Community website access

Premier Support Package

Premier support add-ons provide additional support options for K2 blackpearl customers who need more than what’s provided with standard support. All premier support options are add-ons and can only be purchased in addition to standard support.

Subscription-based premier support is available for purchase in 12-month increments.


Business Day After-Hours Support Provides after-hours support for priority 1 issues during the work week. The work week is defined as start of business on Monday until the end of business on Friday.


Everyday After-Hours Support Provides support for priority 1 issues at any time - 24 hours a day, 365 days a week, including weekends and holidays.


Multi-Regional Support For customers with offices or teams in multiple regions or countries, the multi-regional option extends support to additional regions during normal business hours for that region.

Incident-based premier support is purchased using K2 Service Credits.


Per-Incident Scheduled After-Hours Support Provides after-hours support for scheduled maintenance periods such as production server upgrades, installations or deployments.


Per-Incident Emergency After-Hours Support Provides after-hours support during an emergency if you don't subscribe to any after-hours support options, or have not scheduled after-hours maintenance.

K2 provides a range of remote service opportunities that allow you to leverage the expertise of our consulting team in a virtual setting. Remote services are purchased using K2 Service Credits.


Remote Mentoring (How-To) Remote mentoring gives customers access to K2 consulting expertise on an ad-hoc, as-needed basis. Sessions are scheduled in one-hour increments, up to four hours per session, and may be used for general advice or to work through specific project challenges.


Remote Installation Access to a K2 installation expert who is available to remotely support your technical staff during a K2 installation. Remote installation can be scheduled during normal business hours or after-hours and is priced per environment.


On-Demand Training Access to recorded sessions of K2 training courses that are available at any time and can be completed at your own pace.


Instructor-Led Training A live, instructor-led class, accessed remotely with two 2-hour sessions per day.


Certification Exams K2 offers certification exams that test the candidate’s knowledge within the selected competency, including both coursework and related knowledge retention.

K2 Appit for SharePoint

App Builder+ Package

The K2 Appit App Builder+ package includes software updates and provides users with access to the following:

  • Instructor-led provisioning and onboarding
  • Access to online help and support content, including access to the K2 Community forums
  • Appit Fundamentals and Application Builder virtual training
  • An assigned customer success manager
  • A pack of service credits that can be used for critical issues, how-to questions or remote solutions mentoring*


*Credits are replenished on a yearly basis. Additional credits can be purchased for a fee. See the K2 Appit for SharePoint Technical Support Policies for more information

Contact Us

Do you have any questions about the support packages we offer? Don't hesitate to reach out to our team for answers. We want to give you all of the tools and resources you need to make the most of your K2 blackpearl and Appit investments.
 

Please contact K2 with any questions or comments.

Contact Us