Support System Improvements - Unifying Cloud and Software Support

• In our pursuit to improve the service experience for our customers, we are in the process of updating our Support system to provide an integrated view of your Cloud and Software-related tickets. The effective date for this change is: May 30, 2016 With the new system in place, the overall navigation experience would remain the same, but there are few important changes to be noted as below:

• Ticket Number – Important Change

  • A new 5 digit Ticket Number will be assigned to your existing Open, Pending, & Solved tickets

  • Any new tickets created after the effective date will have a 5-digit Ticket Number

• Ticket Subject, Description, and other Fields – No Change

  • Only Ticket number will be changed. All other fields will remain the same

• Ticket Creation Process. Through https://manage.kony.com – No Change

  • Continue to use the “Open New Ticket” button on the Support tab

• Through email channel – Important Change

  • Existing email – cloud_support@kony.com will be deactivated

• Submit Request through “View My Tickets” button on the Support tab – No Change

• Tickets History

  • Open, Pending, & Solved Tickets – No Change

  • Will remain visible via “View My Tickets” button on the Support tab

• View Old Tickets – Important Change

  • Tickets closed before the effective change date will be archived separately.

  • A New button will be added on the “Support” tab to navigate to these for your reference

• Closed Tickets “Create Follow-up” – Important Change

  • You will not be able to create Follow-up tickets from “Closed Tickets”. Please create a new ticket through the “Open New Ticket” button and reference the closed ticket number, if necessary

• Email Notifications

• Sending email address - Important Change

  • Our Support team email address will be changing from cloud_support@kony.com to support@kony.com

• Once the system is updated, a confirmation email will be sent from support@kony.com for each of your open and pending tickets

• Note: If you have any issues with access, please report your issue to developer.access@kony.com.

No significant downtime is expected. The scheduled maintenance is designed for minimal disruption of service availability; however, it is possible for your service(s) to be unavailable for a short period of time during the maintenance window.