How it works
From package to solved problem
Support at KC Software Support follows the same steps every time, and always starts by email.
Confirm and buy
Email us to confirm we can support your issue, then choose a package and pay on Stripe's secure checkout.
Email your request
Write to our support address from the email you used at checkout. Any day, any hour.
Get a written answer
We reply by email and follow up until it is solved. When email is not enough, we may schedule a meeting.
What a monthly package includes
- Support for 30 days from your payment, starting by email.
- The number of support requests shown for your plan.
- Written answers you can keep, search and share.
- Follow-up on each request until it is solved or you stop replying.
How to send a request
Write to kcsoftwaresupport@gmail.com from the email address you used at checkout. Describe the problem, say what you expected and what happened, and attach screenshots or error messages. The Contact page has a template you can copy.
When we reply
We read every request and reply by email. Some problems need follow-up questions. Answer them in the same thread and we continue from there.
How support moves forward
Most requests are resolved by email. When a request cannot move forward that way, our team may propose the next level.
Email
Every request starts by email. You describe the problem and we reply in writing with the solution or the next steps.
Monthly video meeting
When a request cannot move forward by email, we may schedule one video meeting per month to work through it.
Pair session
When a problem cannot be solved by email, we may schedule a pair session in which you share your screen and we work through it together.
Home and office connectivity requests are supported by email. Meetings and pair sessions are used for software troubleshooting and mentoring.
Meetings and pair sessions
- The decision to offer a meeting or pair session rests with our team; the decision to accept it rests with you.
- Every meeting and session is confirmed by email first and then booked in advance with a calendar invitation. There are no unscheduled calls.
- You share your screen and keep control of your keyboard and mouse at all times. We never take control of your device.
- A session covers only the topic of your request, and you can end it at any time.
- We never ask for passwords, card numbers or authentication codes, during a session or at any other time.
- If you prefer not to meet, we continue by email wherever possible.
How the service is delivered
Support is delivered by email, and by scheduled video meetings and pair sessions where these are agreed. There are no physical goods and nothing is shipped. Your package starts when your payment is confirmed, and you can send your first request right away.
What is not covered
- Anything illegal, including cracking or bypassing software licenses and accessing accounts or devices that are not yours.
- Hardware repair and on-site visits.
- A guarantee that every problem can be solved. If we find we cannot help, we tell you.
What we never do
We never call you unannounced, never take control of your device, never hold a meeting that has not been confirmed by email and booked with a calendar invitation, and never ask for your card number, passwords or authentication codes.
Our standards
Email first
Every request starts by email. Meetings only when needed, and only by calendar invitation.
You write first
We only contact you after you have sent us a request. No unscheduled calls.
You stay in control
You share your screen in a session. We never take control of your device.
No passwords, ever
We never ask for card numbers, passwords or authentication codes.