A named person, not a queue number
Whether you are scoping a rollout or chasing a broken sign-in, the form below reaches somebody who can act on it. Institutional customers also get a direct line to the engineer who set their tenant up.
All systems operational
Nine of nine workspaces responding normally. Last incident 41 days ago, resolved in 22 minutes.
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Email us
support@akonnect.in -
Desk hours
Monday to Saturday, 09:00–18:00 IST -
Security reports
Any hour, acknowledged within one working day
Tell us what you run today
The more specific you are about your current systems, the more useful our first reply will be. Fields marked with an asterisk are required.
We answer every enquiry from a real institutional address within one working day. Nothing you send here goes to a marketing list.
What happens after you send it
A person reads it
Not a routing rule. Enquiries are triaged by the implementation team each morning.
You get a written reply
Within one working day, addressing the systems you listed rather than a generic overview.
A walkthrough, if you want one
45 minutes, using your platform list and your role names. No slide deck.
Three levels of cover
Every tier includes the full platform. What changes is how fast we answer and how much of the rollout we run alongside you.
Standard
For a single department or a pilot faculty.
- Email support, one working day response
- Full documentation and implementation guides
- In-product ticketing from any workspace
- Quarterly release notes and migration notice
Institutional
For a full institution running five or more workspaces.
- Everything in Standard
- Four-hour response on access and sign-in faults
- Administrator training, two half-day sessions
- Role model review each quarter
- Completed security questionnaires and DPA
Consortium
For multi-campus groups and shared service bodies.
- Everything in Institutional
- One-hour response on platform-wide incidents
- Cross-member role federation and shared entitlements
- Named account contact and quarterly service review
- Custom data residency arrangements
What we commit to, by severity
Response means a person has read the ticket and told you what happens next. Resolution targets are separate and stated below.
| Severity | What it covers | Standard | Institutional | Consortium |
|---|---|---|---|---|
| 1 — Platform down | Nobody can sign in, or a workspace is unavailable institution-wide. | 4 hours, any day | 1 hour, any hour | 30 minutes, any hour |
| 2 — Access blocked | A role or scope is wrong and a group of people cannot do their work. | 1 working day | 4 hours | 1 hour |
| 3 — Degraded | Something is slow, a report is wrong, or a workflow needs a manual step. | 2 working days | 1 working day | 4 hours |
| 4 — Question or request | Configuration help, training, a new role, a documentation gap. | 3 working days | 2 working days | 1 working day |
| Security report | A suspected vulnerability, from anyone including students. | 1 working day | 1 working day | 1 working day |
Severity 1 and 2 incidents are published to the status page with a written post-incident note within five working days.
Frequently asked
I cannot sign in. Is that an Akonnect problem or ours?
Usually the identity provider, because that is where authentication happens. If colleagues can sign in and you cannot, start with your institutional IT desk. If nobody can sign in, write to us and mark it severity 1 — we will confirm within the hour whether the fault is ours.
Can we get a demo tenant before committing?
Yes. A sandbox tenant with sample data, configured with your role names, lasts 30 days and needs no procurement approval. If you would rather test against your own directory we can connect it to the sandbox instead.
Who do we contact for a purchase order or invoice query?
Use the form above and select “Security or procurement review”. Billing enquiries are answered by the same team that holds your contract, so you will not be handed between departments.
Do students and external reviewers get support directly?
They can raise a ticket from inside any workspace, and it reaches your institutional administrators first because most questions are about local policy. Anything that turns out to be a platform fault is escalated to us automatically, with the workspace context attached.
We are mid-rollout with another vendor. Is it too late?
No, and it is a common position. Akonnect connects to platforms rather than replacing them, so a rollout already under way usually becomes one of the systems we connect. Tell us what stage you are at and we will say honestly whether waiting is the better option.
Still easier to just ask
Send the form and we will come back with something specific to your systems, not a brochure.