Keystone Support

The Annual Keystone subscription includes technical support, which can be renewed for additional years. There are several ways to get answers to your questions about Keystone:

Keystone Help Library

Keystone includes an integrated, context-sensitive help system. You can open the Help from within Keystone by:

opening the Help tab in the Keystone ribbon and clicking Table of Contents or F1 Help
pressing the F1 key on your keyboard

For more information, see the How to Use the Keystone Help section.

Keystone Help Center

The MoreThanData Help Center is available on our web site. The Help Center brings together all of our help and support resources so you can easily find what you need. Help for all MTD products, a link to the MTD User Forum, and access to other support resources are available there. Feel free to visit us at http://help.morethandata.org. You can also open the Help tab in the Keystone ribbon and click Help Center.

Keystone Training Videos

MoreThanData provides Keystone Training Videos to help you be more productive in using Keystone and all of its features. You can view these videos by going to the MoreThanData Training Center on the MTD web site (or at http://training.morethandata.org) or by opening the Help tab in the Keystone ribbon and clicking Training Videos.

MoreThanData provides some Keystone training at various events around the US. MTD is developing more comprehensive plans to offer training events and other resources to Keystone users. We will post information about training events and resources to our web site at http://www.morethandata.org.

MoreThanData Technical Support

E-mail: support@morethandata.org

To send a support e-mail to MTD

Open the Help tab in the Keystone ribbon and click E-Mail Support.

You will then see a window with the following message:

Keystone is gathering basic information about your system so we can provide you the best possible technical support. Once this is complete, you will see a new Outlook e-mail message with this information attached to it. Just type your support request into the message and send it to us. *No confidential or personal information will be included in the attachments.* Please feel free to review the attachments. You may remove them if you choose. The System Information attachment can be found in your My Documents/MoreThanData/Keystone folder; the Error Log attachment can be found in the folder with your Keystone Data file.

In a few seconds, Microsoft Outlook will open and create a new message addressed to MoreThanData (support@morethandata.org) with the system and program information attached to it. You will be able to review the information in the attachments as needed.

If Microsoft Outlook isn't currently open and you have more than one Outlook account on your computer, Keystone will ask you which profile Keystone should use to send the e-mail message from.

Enter any additional information about your support issue into the body of your message. When you're done, click Send/Receive in Outlook to send it to MoreThanData.

Please include details of your support issue in the body of your e-mail message so that we can provide you with the most effective response.

If there is an error message on your screen:

Drag the error message window so the underlying Keystone screen can also be seen.
Press the PrtSc (Print Screen) key.
Open a new document in Microsoft Word.
Press Ctrl+V or click the Paste icon above the ribbon to paste the screen shot into the Word document.
Attach this document to the e-mail message you send to MTD Support.

If you have a question about a screen, attach a screen shot along with your question.

The support e-mail address is monitored during normal MTD business hours (8:00AM - 5:00PM Eastern Time).

Telephone: Toll-free at 1-800-455-5617

A technical support person is available to answer your questions during normal MTD business hours (8:00AM - 5:00PM Eastern Time). Many specific issues are most easily resolved by phone when you have access to your computer and Keystone during the call. If Keystone Support is unable to take your call, please leave a message when prompted to do so.

Limitations

Keystone Support can help with questions including:

How to install Keystone and access it over a local network.
Resolving problems related to data entry, reporting, and other user issues.
Suggesting solutions for how to organize information and obtain desired results using Keystone.
Solving problems when unexpected results are encountered.
Solving problems when Keystone does not function correctly.
Recovering data or correcting problems with your affiliate's data.
Affiliates may also contact Keystone Support with suggestions for improvements or future enhancements to Keystone. To communicate problems or suggestions, please use the Change Request form and email it to support@morethandata.org. You can open the Change Request form template from inside Keystone by opening the Help tab in the Keystone ribbon and clicking Change Request.