CONTACT US

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Global Headquater

Switzerland
Chemin des Grangettes 2
CH-1165 Allaman
+41 58 598 60 40
CHE-451.079.474

International Offices

Australia
Unit 3, 108 Wanneroo
WA-6060 Yokine
+61 892 54 65 27

How We May Help You ?

Customer Service & Support

We value and believe in the relationships we have with our customers as they represent the most crucial part of our organization.

01.
Email

Kidan provides customer service and support via email. To contact our support teams,  please feel free to send us an email to the below addresses:

02.
Call us

A telephone hotline is available to our customers to receive immediate support and advise during business hours and days :

Telephone: +41 58 598 60 40
Business days: Monday – Friday
Business hours: 8:00 AM – 5:00 PM (Swiss time)

03.
Live Chat

We also provide a live chat to ensure you get a quick response. You can reach us through our live chat widget on the bottom right of your screen. The availability of our chat support is:

  • Monday – Friday
  • 8:00 AM to 5:00 PM Swiss Time

Already a Customer with our Support Plans?

Our support plans, which can be found below, include a special access to our helpdesk and servicedesk system. The interface will allow you to create tickets, track them, and receive even better customer service and support with dedicated service level agreements (SLAs).

What is your Type of Request ?

In order to be facilitate with the right Service take time to understand the type of service request you are looking for :

Technical Support

Our support teams are at your warm disposition to ensure you get the expertise needed to solve your technical and operations challenges.

Consultation

If you would like to be advised or consulted with our certified experts, Kidan would be glad to support you with your IT and business requirements.

Request for Quote

With 24 key partners like ManageEngine, Zoho, Quest, & Veeam, we would be glad to offer you a quote for our software solutions and/or services.

Software License

Our sales support team will gladly assist you with new sales and software maintenance contract renewal, modification, and upgrade.

Support Plans for ManageEngine Solutions

As a customer-centric company providing end-to-end IT services and solutions, we offer support plans to our clients with the goal of complementing our partners' ones and ensuring stressless experience. The following plans are our standard plans and can be adjusted depending on needs.

The following plans are our standard plans for Small Organizations (1-100 employees).

Bronze Support

Basic Plan
  • Customer Support
    Level 1 and 2
    Monday – Friday
    (8:00 AM – 5:00 PM)
  • Guaranteed Response Time
    Within 1 business day
  • Supported Language
    English
  • Communication Channels
    Email + Ticket
  • Dedicated Account Manager
    Yes
  • Customer Success Sessions
    Every Semester (Only Online)
  • Support or Consulting Limitations 
    20 hours/Year

    Silver Support

    Intermediate Plan
    • Customer Support
      Level 1 and 2
      Monday – Friday
      (8:00 AM – 5:00 PM)
    • Guaranteed Response Time
      Within 4 business hours
    • Supported Language
      English, German & French (Availability Based)
    • Communication Channels
      Email + Ticket
    • Dedicated Account Manager
      Yes + Backup
    • Customer Success Sessions
      Every Quarter (On-Site or Online)
    • Support or Consulting Limitations 
      40 hours/Year

    Gold Support

    Premium Plan
    • Customer Support
      Level 1 and 2
      24/24 Business Days
    • Guaranteed Response Time
      Within 4 hours (Priority Support)
    • Supported Language
      English, German & French (Availability Based)
    • Communication Channels
      Email + Phone + Ticket
    • Dedicated Account Manager
      Yes + Backup + Manager
    • Customer Success Sessions
      Customizable (On-Site or Online)
    • Support or Consulting Limitations 
      Customizable

    The following plans are our standard plans for Medium Organizations (101-2000 employees).

    Bronze Support

    Basic Plan
    • Customer Support
      Level 1 and 2
      Monday – Friday
      (8:00 AM – 5:00 PM)
    • Guaranteed Response Time
      Within 1 business day
    • Supported Language
      English
    • Communication Channels
      Email + Ticket
    • Dedicated Account Manager
      Yes
    • Customer Success Sessions
      Every Semester (Only Online)
    • Support or Consulting Limitations 
      30 hours/Year

      Silver Support

      Intermediate Plan
      • Customer Support
        Level 1 and 2
        Monday – Friday
        (8:00 AM – 5:00 PM)
      • Guaranteed Response Time
        Within 4 business hours
      • Supported Language
        English, German & French (Availability Based)
      • Communication Channels
        Email + Ticket
      • Dedicated Account Manager
        Yes + Backup
      • Customer Success Sessions
        Every Quarter (On-Site or Online)
      • Support or Consulting Limitations 
        60 hours/Year

      Gold Support

      Premium Plan
      • Customer Support
        Level 1 and 2
        24/24 Business Days
      • Guaranteed Response Time
        Within 4 hours (Priority Support)
      • Supported Language
        English, German & French (Availability Based)
      • Communication Channels
        Email + Phone + Ticket
      • Dedicated Account Manager
        Yes + Backup + Manager
      • Customer Success Sessions
        Customizable (On-Site or Online)
      • Support or Consulting Limitations 
        Customizable

      The following plans are our standard plans for Large Organizations (+2000 employees).

      Bronze Support

      Basic Plan
      • Customer Support
        Level 1 and 2
        Monday – Friday
        (8:00 AM – 5:00 PM)
      • Guaranteed Response Time
        Within 1 business day
      • Supported Language
        English
      • Communication Channels
        Email + Ticket
      • Dedicated Account Manager
        Yes
      • Customer Success Sessions
        Every Semester (Only Online)
      • Support or Consulting Limitations 
        40 hours/Year

        Silver Support

        Intermediate Plan
        • Customer Support
          Level 1 and 2
          Monday – Friday
          (8:00 AM – 5:00 PM)
        • Guaranteed Response Time
          Within 4 business hours
        • Supported Language
          English, German & French (Availability Based)
        • Communication Channels
          Email + Ticket
        • Dedicated Account Manager
          Yes + Backup
        • Customer Success Sessions
          Every Quarter (On-Site or Online)
        • Support or Consulting Limitations 
          80 hours/Year

        Gold Support

        Premium Plan
        • Customer Support
          Level 1 and 2
          24/24 Business Days
        • Guaranteed Response Time
          Within 4 hours (Priority Support)
        • Supported Language
          English, German & French (Availability Based)
        • Communication Channels
          Email + Phone + Ticket
        • Dedicated Account Manager
          Yes + Backup + Manager
        • Customer Success Sessions
          Customizable (On-Site or Online)
        • Support or Consulting Limitations 
          Customizable