Existing Client FAQs
Our business hours are 8am-5pm EST, Mondays through Fridays. During these hours, you can reach us via email or phone.
If you are experiencing a technical issue, you can email firstname.lastname@example.org at any time and our IT support team will respond.
We are a 100% US-based company. All KDG employees are headquartered in our Allentown, Pennsylvania office. No employees or support are outsourced, so you can rest assured that you’ll have all the support you need close at hand.
KDG has been in business since 2001. Since we were founded, we have worked alongside Fortune 500 companies, government entities, and Division I universities. We’re proud to have been named an IT Department of the Year by the American Business Awards, a Business of the Year by Lehigh Valley Business, and a Forbes Small Giants finalist. Learn more about KDG.
As a business processes company, we specialize in any service that requires technology to help an organization streamline its processes, automate its procedures, and service its customers. More than just IT support, we also offer digital accounting services and bookkeeping, marketing strategy and consulting, business automation, custom software development, user experience design, and business strategy consulting.
Have questions about our services? You can find all of your answers here.
KDG is a firm believer in giving back to the community. We regularly sponsor events for local schools, shelters, and special needs organizations.
Every employee at the company also has a designated charity they support. Every week, their clients get an email asking them to rate their experience with their project team. When an employee receives a rating, our company donates to their chosen charity in their name. This client feedback is displayed transparently on our website in real-time.
The cost of your project depends on the type of engagement you partner with us on and the agreement you choose. Projects are billed hourly, and this hourly cost depends on the resources utilized for your project.
To see the average cost of our projects, visit any service page. You’ll see a sub-menu item for “Pricing.” We’ve linked to them below for easy access.
- Accounting Services Pricing
- Certified Zoho Development Pricing
- Data & Software Integrations Pricing
- Mobile App Development Pricing
- UI/UX Design Pricing
- Business Planning & Strategy Pricing
- Custom Software Development Pricing
- Digital Marketing Pricing
- Technology & Cybersecurity Management Pricing
- Code Reviews & Pull Requests Pricing
You’ll receive an invoice on the first business day of each month for the work completed during the previous month. If you engage with KDG on a monthly development project plan, you are billed for the agreed upon number of hours on the 15th of each month in the preceding month that services are delivered.
We use Zoho Projects to chat with you, send/receive assets, submit support tickets, and track hours. You’ll also receive a progress update every Friday, which lets you know which work has been completed, which work we’ll tackle next, and where we are in relation to schedule and budget.
The best way to speed up the project’s process is to communicate openly with team members. Ask questions. Give feedback as soon as you can. Share your concerns. Our priority is making sure that your experience working with us is as seamless as can be.
If you’re unsatisfied with your project, we encourage you to let us know as soon as possible via email or phone.
We take great care in ensuring that you always have a flawless experience with our team. That’s why we send out weekly feedback emails. These emails let you rate your project progress and your satisfaction. If you say you are unsatisfied, rest assured that a team member will be reaching out immediately to address your concerns.
Zoho is one of the leading cloud-based software and office suites available for small and medium-sized businesses. It contains dozens of applications for customer management, email marketing, reporting, project management, invoicing, bookkeeping, billing, inventory, contract management, communications, and more. There are over 50 million users of the suite worldwide. At KDG, we’ve been working with Zoho for over a decade and are one of the only 100% US-based partners available.
If you are not on a support plan and have a maintenance request, you will be required to pay an admin fee in addition to hourly charges. Your request will then be added to the queue for our developers. We encourage all development clients to engage in a support plan because this will ensure they receive key support quickly.
If your organization is local to the area, we can often be on-site within the same day to provide support. Even if you are located outside of the Lehigh Valley and Philadelphia areas, we can schedule an on-site. We have traveled all over the country to provide project support.
Yes, we are an authorized reseller of many different brands. We also serve as an IT inventory for your team. If you require technology for your employees, we can order the technology, configure it, and ship it to your office or remote employee.
We offer on-site and remote support via email, phone, or remote login. Remote support is available seven days a week and we provide 24-hour on-call services in the case of an emergency.
To submit a support ticket, please email your question or concern to email@example.com or submit your ticket through the online client portal. During normal business hours, response times are no longer than 15 minutes.
Have more support questions? Visit our tech management FAQs page.
For clients during business hours, response times are no longer than 15 minutes. Please note that this does not mean resolution. Response times may vary on weekends and holidays, but they will be sent within 24 hours.
The client portal can be accessed by visiting https://desk.zoho.com/portal/kdgroupllc/home. Using the portal, you can submit tickets and track their statuses. You’ll also have access to KDG’s Knowledge Base. Here you can find helpful articles on everything from security to device management.
If you’ve had a bad experience with a past hosting company, we are glad to transfer your domain to a more reliable host and secure your site. We can manage and maintain your domain so that you no longer have to worry about the technical details behind your web address. Included in this engagement are SSL services.