Training and Support

This document provides information on our support team as well as applicable training resources.

Keeper Security provides business customers with training, onboarding and individual end-user support through email, phone, and web-based Zoom sessions.

Support Hours

Monday through Friday: 24x5

Saturday and Sunday: 8:30 a.m. - 5 p.m.

Onboarding and Training

Business customers who purchase Keeper's Onboarding and Training package are provided an unlimited number of dedicated user training sessions via webinars and individual Zoom sessions. Business customers are also provided a dedicated account manager in US, EU or JP regions.

Chicago, IL (US) and El Dorado Hills (CA)

This support team covers customers in the following territories: U.S., Canada, Australia, South America, and Asia-Pacific.

Cork, Ireland (EU)

This support team covers customers in the following territories: Europe, Middle East, and Africa.

• See our Business Support packages

Ticket Submission

Business customers can submit support tickets through our website: https://keepersecurity.com/support

Contact List

Contact	Email Address
Business Support Team	[e-mail]
Sales Team	[e-mail]
Government Sales	[e-mail]
Security Team	[e-mail]
Commander Team	[e-mail]
PAM Engineering Team	[e-mail]
Forcefield Engineering Team	[e-mail]
Customer Success Team	[e-mail]
Japan Office	[e-mail]

Implementation and Integration Support

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 Advanced Reporting and Alerting Modules.

Customers engaged in a Proof of Concept (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 third-party integrations.

Support Process and SLA

Level 1 - Support Representative

All support tickets received are placed into the Level 1 support queue and routed by Keeper to the appropriate level. The support ticket will be handled by either Keeper Security business support team members in Chicago, IL, USA or Cork, Ireland, according to the time of day received.

A written response acknowledging a Level 1 ticket will be provided within one (1) business day of the time received. If a support ticket is deemed urgent (e.g., service outage, degraded performance or accidental administrative error occurrence), Keeper Security’s support team will immediately escalate the ticket to Level 2 or Level 3 support. If a support ticket is not urgent, the Level 1 support team member(s) will handle the ticket through its resolution.

Level 1 tickets will be acknowledged within two (2) business days, as long as the customer is responsive. If Keeper determines the Customer has not provided timely responses to the ticket, the aforementioned resolution commitment is void.

Level 2 - Support Engineering

Level 2 tickets will also be acknowledged within one (1) business day of receipt. Cases will not be escalated until Level 1 is no longer able to assist. Once a case has been escalated to Level 2, it will be managed directly by one of KSI’s Support Engineers.

If the case pertains to bugs, advanced single sign-on (SSO) provisioning, Active Directory and Keeper’s Developer API, then it shall be escalated to Level 3.

Level 3 - Engineering

Level 3 tickets will also be acknowledged within one (1) business day of receipt. Level 3 cases will be directly managed by Keeper Security's Director of Engineering. This scenario would pertain to any critical bugs or critical blocking issues.

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.

Scope of Support

Technical support services are strictly limited to Keeper Security products, its official client applications, and documented integrations.

Keeper Support is not obligated to provide troubleshooting, administration, or advisory services for anything besides official Keeper Security products. This includes, but is not limited to, third-party applications and platforms, custom scripts or code (including custom implementations built on Keeper SDKs or APIs), customer-managed infrastructure and environments, and issues arising from customer-specific configurations, policies, or network conditions.

Where an issue involves both Keeper and non-Keeper components, Keeper Support may assist on a best-effort basis in isolating the root cause. If the root cause is determined to lie outside of official Keeper products, resolution remains the sole responsibility of the customer or the applicable third-party vendor.