Bidders in Keelvar events can resolve inquiries using the Bidder User Guide or by submitting support tickets. This guide clarifies the distinction between technical issues handled by Keelvar Support and business queries requiring direct communication with event organizers. It also outlines best practices for ticket submission, including necessary environment details and reproduction steps to ensure efficient resolution.
Before submitting a support ticket, bidders participating in a Keelvar event should review the available support resources.
Bidder user guide: The Bidder User Guide provides instructions for account setup, event invitation acceptance, and participation. For frequently asked questions, consult the Bidder FAQ.
Support ticket overview
- Ticket eligibility: Raise a support ticket for technical queries concerning Keelvar applications.
- Submission methods: Email support@keelvar.com or use the Contact Support form.
Hours of Operation: AI support is available 24/7. Live Helpdesk agents are available from 08:00 UTC to 10:00 UTC, including all bank holidays (excluding weekends).
- Follow-up procedures: Create a new ticket for a new issue; otherwise, provide updates within the existing ticket thread.
- Business query clarification: Direct business-related inquiries to the event organizer. Registered bidders can locate organizer contact details on the Overview page. Use the in-app Message feature or email for these communications.
Query classification
Distinguishing between technical and business queries ensures that requests reach the appropriate contact for faster resolution.
Technical queries
These relate to system functionality, performance, or configuration. Examples include:
- Account registration, password resets, and login issues
- Addition of team members or colleagues to an event
- RFI and bid submission processes
- System error troubleshooting
- Functionality of the 'Contact event organizer' feature
Business queries
These relate to event specificities and commercial terms. Examples include:
- Alternative bid specifications
- Clarification on business documents
- Clarification on lot or item bid sheet data
- Requests for round extensions, account unblocking, or manual bid uploads
- Inquiries regarding award information
Note: Business-related tickets submitted to Keelvar Support will be resolved, but resolution may be delayed. The Keelvar team must contact the event organizer to assist with these queries. For immediate assistance, contact the event organizer directly.
Ticket submission best practices
Providing detailed information at the time of submission reduces resolution time:
| Key Information | Description | Example/Notes |
|---|---|---|
| Subject line | Brief description of the issue. | Error uploading bid file - Lot 3 RFP ABC123 |
| Detailed description | Explain the intended action, the error encountered, 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 type, and connection details. | Chrome v124.0, Windows laptop, VPN active. |
| Reproducible steps | Exact 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 already taken to resolve the issue. | Clearing cache, switching browsers, or incognito mode. |
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