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Customer Support

The basics of working with the Kentik Support team are covered in the following topics. For additional information please contact the customer success manager assigned to your account.

 

 
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How We Work

Kentik offers email-based support for all customers. Cases are generally worked in an order based on two factors:

  • Severity: How seriously does the issue impact operations?
  • Order: When was the issue reported in relation to other issues in the queue.

When opening a case:

  • Please provide as much information as possible so that we can respond quickly and in the most impactful way.
  • Please send a separate email for each concern so that we can address each item appropriately and avoid delays.

 

 
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How to Reach Us

Kentik provides two support channels to get you the help you need:

  • Standard support: We will respond Monday through Friday from 8 AM to 8 PM EST.
    - Email: support@kentik.com
  • Emergency/critical support: We will work with you 24/7 to determine the severity and impact of your concern (please use this service only when you experience an emergency and need to reach someone immediately).
    - Email: escalations@kentik.com
    - Phone (US): 844.356.3278, extension 6
    - Phone (international): +1 415.963.9825, extension 6