Event organizers can resolve inquiries independently using Keelvar's comprehensive documentation, including user guides for Sourcing Optimizer, Autonomous Sourcing, and Rate Manager. This guide details how to access these resources, differentiates technical queries from business inquiries, and outlines the professional standards for submitting support tickets. Following these best practices ensures the Keelvar technical team can provide rapid and accurate assistance.
Consult Keelvar support resources for independent issue resolution prior to ticket submission. Available resources include:
- Sourcing Optimizer User Guide: Comprehensive instructions and examples for purchasers.
- Autonomous Sourcing User Guide: Overview of the user interface and navigation for each sourcing stage.
- Rate Manager: Best practices for rate management and card creation.
- Pro Series: Advanced tips from the Professional Services team. Authentication is required to view these articles.
- Keelvarsity: Online learning platform featuring webinars and instructor-led training.
For inquiries regarding Keelvar licensing or user subscriptions, contact the designated Customer Success Manager (CSM). If the CSM is unknown, consult internal teams or submit a support ticket for referral.
Support ticket guidelines
- Ticket eligibility: Raise a support ticket for technical queries concerning Keelvar applications.
- Submission methods: Email support@keelvar.com or use the Contact Support form.
- Follow-up procedures: Create a new ticket for unique issues; otherwise, provide updates within the existing ticket thread.
Technical query classification
A technical query relates to system functionality, performance, or configuration. Examples include:
- Implementation of new or existing features
- Design of RFI bid sheets and scenarios
- Configuration of BOT workflows
- Error troubleshooting
- Feature character and size limits
- Feature requests and enhancements
- Bidder technical issue support
- User access management
Bidder business inquiries
Bidders must contact the event organizer for business-related inquiries via in-app messaging or provided contact details. Organizers should provide contact information for each event and monitor messages during open rounds. If bidders contact Keelvar Support for business matters, the Professional Services team will resolve the ticket by contacting the organizer, which may cause delays.
Ticket submission best practices
Detailed information at the time of submission ensures efficient resolution:
| Key Information | Description | Example |
|---|---|---|
| Subject line | Brief description of the issue. | Error uploading bid file - Lot 3 RFP ABC123 |
| Detailed description | Explanation of the intended action, the error, and the expected outcome. | Uploading bid for Lot 3 in RFP ABC123. Received 'Invalid File Format' error using the platform template. |
| Visual evidence | Screenshots or videos of the error. | Highlight error messages or missing elements. |
| Environment | Browser version, device, and connection type. | Chrome v124.0, Windows laptop, VPN active. |
| Reproducible steps | Sequence of actions that triggers the issue. | Log in Open RFP ABC123 Navigate to Lots Upload file. |
| Reference IDs | RFP/Event names, Lot IDs, and organization names. | RFP ABC123, Lot 3, Supplier A. |
| Troubleshooting | Actions taken to resolve the issue independently. | Logout/Login, browser switch, cache clearance. |
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