First of all, Kithara generally recommends utilizing the free trial version. Test your system with the full functional range of Kithara RealTime Suite for 90 days.
When facing issues
Please first find out whether your question has already been answered in the FAQ or online documentation. If the problem persists, please send your first inquiry to . This allows us to look into the issue and find a solution. Usually, you will get a reply within two work days. In case of increased volumes of inquiries, processing times may be higher.
Further support inquiries are handled via our ticket system, which enables you to directly communicate with our developers. There you will also find a detailled overview of already processed support hours as well as remaining hours.
With the purchase of our real-time products, every customer receives 10 free hours of technical support. For additional help, Kithara also offers support packages with 20, 50 and 100 hours.
How does the first support request and inclusion into the ticket system work?
One or more users are then added as contacts to our ticket system, who will receive the necessary login details. From that point on, all communication takes place exclusively via this system, for example also for any future support requests. It is also possible to be informed by email about new messages within the system.
The technical request included in the initial email from Step 1 is automatically converted into an issue. One or more Kithara developers are assigned to this issue, with whom users can directly communicate, for example, about detailled problem descriptions, logs, screenshots, etc. or which measures towards a solution are initiated by our developers.
After a working solution for the problem has been found and confirmed by the user, the issue is marked as closed by the user or by us.
Going forward, users are able to create new issues themselves, whereas for each new support request an individual issue should be created in order to maintain clarity.