Customer Care

Kentik provides information and support so you can get the most value. This article explains our collaboration process.

Note: For more details, contact your assigned Customer Success manager.

About Customer Care

Kentik’s Customer Care includes:

Product Support: Help with product issues (portal or platform), including bugs.
Customer Success: Help with account onboarding, training, feature enablement (licenses), and renewals.

Kentik's Product Support (PS) team helps you with issues using the product, including bugs.

To request Product Support, you can:

Submit ticket via portal (recommended): Submit a ticket via the Kentik portal's Help and Support form (see Support Request).
Contact directly: Contact us directly via email or phone (emergencies only). See Product Support Levels.

Kentik provides two support levels:

Standard Support: Monday through Friday, 3 AM to 8 PM EST.
- Portal (recommended): See Support Request.
- Email: [email protected]
Emergency Support: 24/7, for emergencies only.
- Email: [email protected]
- Phone (US): 844.356.3278, extension 6
- Phone (International): +1 415.963.9825, extension 6

Notes:
Contacting Product Support through the portal is recommended in most cases.
For holiday support schedule, see Emergency Support.

When making a Product Support request, please:

Provide as much information as possible to ensure a quick and impactful response.
Make separate requests for each concern to avoid delays.

Product Support requests are typically prioritized based on:

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

Note: Download our Support and Service Level Agreement by clicking Support and SLA on the Legal page.

Kentik's Customer Success team includes your assigned Customer Success Manager.

Customer Success ensures Kentik customers have the best experience with the platform in areas such as:

Onboarding: Help with your initial setup of Kentik (see Setup Overview), including:
- Registering devices (see Device Setup)
- Configuring cloud exports (see Cloud Setup)
- Deploying agents for NMS, flow data, synthetic testing, etc. (see Agents Overview).
Training: Show you how to use Kentik (including the portal) to get the information you need to optimize your network operations.
Licenses: Tailor your Kentik subscription to your organization's needs by adjusting Synthetics, MetricsPaks, CloudPaks, and FlowPaks for consumption (see Licenses).

To reach Customer Success:

Submit ticket via portal: Request support using the Kentik portal's Help and Support form (see Support Request).
Direct contact: Contact your Kentik Customer Success representative directly via email or phone.

Follow these steps to request support via the portal.

To submit a general request for help from Product Support or Customer Success through the portal:

Click the question mark icon in the main navbar to open the Help & Support popup.
Fill out the Summary and Additional Details fields with a complete description of your support needs.
Choose the appropriate Type from the drop-down:
1. Account Question: Requests for onboarding, licenses, or renewals will be forwarded to the Customer Success team.
2. Product Question: Requests for product issues (portal, APIs, etc.) will be forwarded to the Product Support team.
3. Bug: A bug will be reported to the Product Support team.
4. Training: Requests for training will be forwarded to the Customer Success team.
Click Submit.
To view your requests, click Track your support requests at the bottom of the popup.

To reset your password:

In the Kentik Portal, click the User icon in the main navbar to open the menu.
Choose User Profile to go your User Profile page and select the Authentication tab.
In the Password pane, click Reset Password.
You will receive a password reset message at the email address associated with your Kentik account.
Note: If you can’t complete the steps below in an hour, restart the reset process from the beginning.
Click the link in the email to open the Password Reset page.
Fill in the password fields, then click Set Password to finish resetting your password.

Submit new feature requests to our Product team via the portal:

In the Kentik Portal, click question mark icon in the main navbar to open the Help & Support popup.
Click Manage or Submit Feature Requests at the bottom to open the Kentik Feedback Portal in a new tab.
On the Dashboard page, click Make a Suggestion.
Fill out the Submit a Request form and click Submit request to submit your request.