Kennel Connection Support Agreement

Contacting Support

Talk live to a technical support representative, or email to open a ticket. For urgent issues, email and call.

Supported Products and Authorized Users

Support covers Kennel Connection 7 Desktop, Live Access & Client Portal, Cloud and Hello-Groom (based on your tier, if applicable). Users on earlier versions should contact Sales@kennelconnection.com for upgrade pricing.

Authorized users. A business owner may add authorized users to the account on file. Authorized users hold the same privileges as the owner when contacting Kennel Connection, including:

• Changing payment methods
• Setting themselves as administrators in KC
• Changing login credentials for KC websites
• Requesting password resets in the KC software
• Adding other authorized users

Anyone not listed will be referred to the business owner or a listed authorized user. Please notify us immediately if these users change.

Configuration requirement. Support is only available for systems configured to our guidelines. Desktop users not on the latest service release may be required to update before receiving help. Features used in ways they were not designed may not be supported.

Support Plan Pricing

Support is included with all monthly subscriptions. Support-only plans are no longer available.

• Included: Standard, Pro, Platinum, Cloud and Hello-Groom monthly subscriptions include support at no extra cost.
• Legacy desktop users: If you cancel a support-only plan or let it lapse, you will need to sign up for a Standard, Pro or Platinum monthly plan.
• Requirement: A valid subscription is required to use add-on features and for any support or training team assistance.

Support Availability

If you reach voicemail, please leave a message with your name, the company you are calling for, the product you use and a brief description of the issue. Someone will return your call as soon as possible. You can also email support@kennelconnection.com to open a ticket, and tickets can be worked alongside phone calls.

After-Hours Emergency Policy

After-hours support is for emergencies only and must be submitted through the After-Hours Support form. The on-call technician reviews each submission and responds accordingly.

What counts as an emergency

• Desktop: The software will not open on any computer, including the server/host computer.
• Online reservations: You receive an error when submitting a reservation, or the system is down.
• KC Cloud, Hello-Groom or PawLoyalty inaccessible: The site is completely down and you have confirmed you cannot reach it from a different network. (Turn off Wi-Fi on your phone and try on cellular data. If it works, the issue is your shop's Internet, so start by rebooting routers and computers.)
• KC Cloud, Hello-Groom or PawLoyalty errors: The site loads, but errors prevent you from operating, such as errors adding bookings, checking in or out, or creating invoices.
• Integrated card processing: You cannot take any payments from any device or stored card, or devices show errors. Confirm your location has a working Internet connection first.

What happens after you submit

1. Non-emergency: You will be notified, and asked to contact the office during business hours.
2. Emergency: You will receive an email response within one hour.
3. Still unresolved: A phone call may be needed.
4. Still unresolved after the call: A remote session may be needed, and you may wait an extended period for a technician to reach a computer.

Limits

• Tickets submitted after 11 PM Pacific may not get a response until after 7 AM Eastern.
• No support is provided without a current software subscription. You may need to wait until the next business day to subscribe if you have unsubscribed.
• New or replacement computer installations are not emergencies and must be scheduled during business hours.

Support Notices and Scope

No refunds or transfers. Subscriptions are non-refundable. There are no refunds for any subscription plan, and fees cannot be transferred to another business or location.

Kennel Connection products only. We do not support server, network, printer or computer issues, including:

• Service Pack or Windows update installations
• SQL Server troubleshooting
• Terminal services (RDS) or remote desktop configurations
• Cloud or domain setup
• Any setup other than a physical computer at the address on file, or a basic client/server network

We are not responsible for issues caused by the environment the customer chooses. Issues we cannot reproduce in our testing environment may point to your environment, and you may be asked to install on a clean, standalone machine to rule this out. We cannot guarantee a fix if the cause is your computer, network, outdated operating system or other installed software, and a local technician may be required.

Live Access dependency. Live Access (our hybrid desktop and web solution) relies on your own computer and network. The computer running the Live Access service must stay powered on, not sleeping, and connected to the Internet for remote and Online Reservations access to work.

Phone, email, chat and remote support only. Remote support requires high-speed Internet to the affected computer. Without Internet at your shop, you may need to visit a location with access to get files or service. Technicians may end a remote session if the connection is too slow or unstable, or refer you to a local technician for issues unrelated to Kennel Connection.

Facility installation only. Your plan covers the KC Desktop installation at the address on file, and the software and database must be physically located there. Home installations are not covered, but service is available for a fee or with a site license.

Training

Our support team answers questions and helps with day-to-day use of Kennel Connection. We strongly encourage everyone to take advantage of onboarding training, since knowing everything the system offers helps your business run smoother.

To set up a training appointment, call (888) 486-4343 (option 2 for software, option 3 for card processing) or email Support@kennelconnection.com. You can also ask your questions in the KB for most solutions.

Live Access and Online Reservations

If you cannot connect to Live Access, or Online Reservations is down outside business hours or on a holiday:

1. Work through the Restore Live Access Connection help article.
2. As the last step, reboot the computer Live Access is installed on.
3. Confirm that computer has a working Internet connection.
4. If issues continue, email support@kennelconnection.com or call (888) 486-4343, option 2.

Inaccurate information may result in no call back.

Database, Networking and Hardware Policies

Database (KC Desktop only)

You are responsible for your Kennel Connection Desktop database. That means keeping backups (nightly, on different media, is recommended), making sure your backup media works, and confirming backups are valid and not corrupt. If your database becomes corrupt, you will need to restore from your own backup.

Your support plan does not guarantee we will recover, or attempt to recover, a damaged database. Kennel Connection may refer any database repair to an external, non-affiliated SQL DBA. Repairs attempted by our development team are billed at $199/hour, with no guarantee of success. This section excludes KC Cloud and Hello-Groom.

Computer networking

Kennel Connection is not responsible for physically networking your computers. Your network must be complete, with all computers communicating, before support can help network your KC product. We will try to resolve communication problems, but this is outside our support scope, and we may refer you to a local PC technician.

• You may be asked to fully uninstall third-party antivirus or firewall software to rule out connectivity or latency issues. Uninstalling and reinstalling is up to you or your technician.
• We cannot set up Remote Desktop or other connections between your locations and database.
• Installations not completed per our installation and networking guidelines are not supported.

Hardware

Kennel Connection works only with certain hardware. Our team will do its best to help with hardware installs and issues. If the problem is your local computer or the hardware itself, we may refer you to a local technician or the hardware vendor.

Service Level Commitments (SLA)

Bug urgency is based on impact to business operations, number of users affected, availability of workarounds and similar factors.