Contacting Kennel Connection Support
Contacting Kennel Connection Support
There are a few ways to contact Kennel Connection Support.
Phone Support: 888-486-4343 option 2. If you have urgent issues that need attention that same day, please use phone support. We have a live person answering phones so if you get voicemail, it's crucial to leave a message with your company name, name and contact number. Someone will return your call if a voice message is left.
Email Support: Support@softwareconnectionllc.com. Simply compose an email from whichever email client you use and send it to us. Please be sure to include any important information such as topic of issue or question, issue description and any steps to duplicate if applicable. This will auto-create a ticket in our system, and someone will respond back to you via email. Please note turnaround time for email tickets including replies during business days Mon-Fri could be up to 24 business hours so if it's urgent, please use phone support and be sure to leave a voice message if prompted.
Email Forms: From kennelconnection.com, on the bottom right there is a help icon and inside there, there is a contact support option. Same turn around time applies for all email/form submissions.
From Live Access (if using this service) there is a help icon on bottom left with a contact support option just like the kc.com website. All above methods will create a ticket in our system.
Chat Support: Access live chat support/training option from our website. https://kennelconnection.com
Please note that all above methods are for during business hours only Monday - Friday 8am EST to 5pm EST.
After-Hours Support:
If you need after hours emergency support in case your Kennel Connection software is not opening or not printing from any computer in your facility, you can use the after hours emergency support form which can be found at (After-hours Emergency Support.) Submissions to this form will only be viewed outside of our normal business hours (Mon-Fri 8am - 5pm EST.) This form will notify the on-call technician via email. The on-call technician will respond to you within an hour with either instructions to resolve or information on when they will reach out to you via phone and to hold remote sessions to resolve. If you submit an AH ticket, please make sure you check your inbox/spam/junk for replies.
Credit Card Processing:
Regarding Credit Card processing, please call 888-486-4343 and press option 3 for payment support during normal business hours. Payment support is available for emergencies only, outside of regular business hours and on Holidays. A payment emergency is if you cannot process a payment at all. Please call the same number and press option 3. Be sure to leave a voice message with specific details on the issue. Any call deemed a non-emergency will be returned during regular business hours.
Reporting issues that may require advanced support/testing:
If you ever report an issue that cannot be resolved right away over phone, email or chat, it may require testing and duplication here on our side. If a bug is found, the turn-around time is increased and could be unknown as it will need to go to development for repair and then back for testing before we can release a hotfix or update. If it is an urgent bug that is causing major problems with your software, rest assured it will be looked at immediately, fixed, tested and a fix sent back to you ASAP.
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After-Hours Emergency Support
For use ONLY outside of business hours. (Mon-Fri, 8am to 7pm ET).
To avoid any delay, be sure to search this knowledgebase for your issue prior to submitting a ticket. Most answers can be found here.
If you're issue does NOT consist of one of the following, please email support@kennelconnection.com with your issue to create a ticket and someone will get back to you on the next business day.
- Kennel Connection Desktop - Will not open on any machine including server.
- KC-Cloud - Cannot login/spinning and you've verified you have Internet.
- KC Online Reservations - Clients are getting an error upon login or cannot book ANY reservations.
- Hello-Groom - Cannot login/spinning and you've verified you have Internet.
- Credit Card Processing - Cannot take payments at all from any method.
- PawLoyalty - Cannot login/spinning or extreme latency and you've verified you have Internet.
*Utilizing the emergency support for non-emergencies will not receive a call back.
*Users without a valid subscription will not receive a call back and will need to speak with a sales representative on the next business day.