Frequently Asked Questions (FAQ)

When you buy a Kickle system, you are covered by our maintenance program for 1, 3 or 5 years depending on which option you have chosen. The maintenance program includes new software releases and access to our Support service. Software Releases As part of the maintenance program, your Kickle system will be updated with the latest features and improvements. The new features are included in each new release (or made available through the online system management platform, if applicable). For each new release, you will receive an email explaining its benefits and release date. Using the system management platform, you can choose to install the new release now or later. Corrective Maintenance The maintenance program also includes all software fixes and patches (including Microsoft security updates) for your Kickle system. Similarly, to new features and improvements, software patches are included in each new release. You will receive an email each time a new release becomes available. Adaptive Maintenance We guarantee full compatibility of your Kickle system with all new releases of Skype for Business and Exchange (or Office 365). The minimum requirements can be found in the Kickle administration guide. Replacement Hardware In the event of hardware failure and as part of the maintenance program, your hardware will be replaced. We can ship replacement hardware directly to the client or to the partner. Any hardware failure will have to be confirmed by our Support staff together with the partner or the client Technical Support If anything happens with your Kickle, you can contact Technical Support (support@kickleforskype.com). We provide support level 3. This means that before you contact us, we expect that you have started your Kickle in safe mode and tried some basic troubleshooting steps (e.g. start a Skype conference) and you think the issue is coming from the Kickle system. Our Support service is open 5 days a week from 9:00AM to 6:00PM and assistance is provided in either English or French. Any request will be processed in less than 2 hours. Hardware Improvements Your Kickle system has a lifespan of 5 years. Any peripherals and additional Kickle hardware (other than the camera, microphone or cables) are not covered by this maintenance agreement. What this means is that any additional hardware we may have on sale (USB sharing cable, room reservation equipment, or other future equipment) is not covered by the maintenance contract....

It is quite easy. You just need to type the IP address of your KICKLE device in a web browser and click on the update notification, or you can use the management cloud platform (http://manage.Kickle.com)....

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