Support and Resources


 

QUICK LINKS:

FAQ's

Help Docs/Videos

Educational Videos

System Specs

Install Prep Steps

Pricing Model

Contact dts

 

Support Team 

 


 

dts SUPPORT STEPS:

 

Step 1) Take a screen capture of the issue / error.
Step 2) Send that screen capture image to This email address is being protected from spambots. You need JavaScript enabled to view it. .
Step 3) Give us a call to explain the environment and the issue, or include that info in the email.
Step 4) At no cost, we’ll figure out the issue and reply with links to pages in our troubleshooting guide and a video if there is one, as it’s usually a simple settings problem.
Step 5) If you are unable to sort out the issue with this information, call in to schedule a support incident. We will need at least one hour’s notice to get you in the calendar, and although we do the best we can, at times we can be tremendously busy and so we won’t always be available same day. Make sure you’re on a WAN Konect pc that can remote to the Konect server, if possible. If the issue is with Konect, the support incident will not be charged. If the issue is with your server or setup, then the support incident is charged. Should this occur, Support Pricing can be found further down this page.

*NOTE:We have many different free resources that help tremendously, and many times our support team gets tied up with issues that are not ours, such as server issues, or human error issues. Many times a simple settings change or port forwarding can resolve the issue. If a Reseller is not using the free resources available for these simple issues, then it is considered a billable incident.

 

 


 

                                            Support Team

Contact Technical Support

  • Phone: 1 + (403) 538-0105 (Canada & USA)
  • Toll Free Number: 1-866-213-0560
  • Email:  This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Availability: Mon thru Friday, 9:00 am – 5:00 pm MST

Support Options

  • Standard Phone and Email Technical Support
  • Support provided on a pay-per-incident basis

Incident Support Pricing

 

 

  • 1 Konect Remote Install - $200.00 USD
  • 1 Support Incident - (to a maximum of 1 hr per incident) - $200.00 USD
  • 5 Pack Bundle - includes 5 Support Incidents (to a maximum of 1 hr per incident) - $900.00 USD
  • 15 Pack Bundle - includes 15 Support Incidents (to a maximum of 1 hr per incident) - $2,550.00 USD


*NOTE: desktopsites Professional Services provides customers with incident-based support for  Konect installation, configuration and/or management problems on a fee per incident basis. desktopsites Professional Services reserves the right to transfer support issues to its resellers. 

 

 


 

Help Docs & Videos


 

 

Overview Documents    
- Licensing Overview   Download
- Support Policy  

Download

- Installation Waiver  

Download

- Konect Elite Overview   Download
- Konect Elite + Windows Servers Overview   Download

 

Technical Documents

   
1. Getting Started video  
2. Installing the Konect Elite SW video help
3. Konect Client (Windows Desktops) video help
4. Konect Mobile (Mac, Tablets, Mobile Devices)   help
5. Administrative Guide   help

 

Feature-Specific Technical Documents

   

1. Setup

   
A. Konect Server video help
B. Remote Access   help
C. User Group video help

D. Load Balancing

video help


2. VM Center

   
1. All Hosts   help
            a. Create VM Template   help
            b. Create VM from Template   help

            c. AddHost Server

  help

2. Personal Desktops (Persistent)

  help

3. Pooled Desktops (Non-Persistent)

  help
3. VM Library   help
            a. Library Shares   help
            b. VM Templates   help

            c. Guest OS Profiles

  help


3. Publishing

   
            a. RDS Applications (RemoteApps)   help
            b. RDS Desktops (Hosted Server Desktops)   help
            c. Workstations   help

            d. Konect Drive (K:)

  help


4. Utilities

   
            a. General Settings   help
            b. Active Sessions   help
            c. Group Policy Manager   help
            d. KMC Database   help


5. Licensing

   
            a. Konect Access License (KAL)   help