This article provides an overview of Kentik’s collaborative process to help you maximize the value of our services.
Note: For more details, contact your assigned Customer Success manager.
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Track support requests on the My Requests page in the Support Portal.
Kentik’s Customer Care organization is divided into two distinct teams to best serve your needs: Product Support and Customer Success.
Product Support
The Product Support (PS) team helps you with technical issues encountered while using the product, including platform outages, portal errors, or software bugs.
How to get help:
Recommended: Submit a ticket via the Kentik portal's Help and Support form (see How to Submit a Support Request).
Emergencies: Contact us directly via email or phone for critical, service-impacting issues (see Support Hours and Emergency Contact).
Customer Success
The Customer Success team (including your assigned Customer Success Manager) ensures you have the best experience with the platform and helps you optimize your network operations. They can assist with:
Onboarding: Help with your initial setup, including registering devices, configuring cloud exports, and deploying agents.
Training: Showing your team how to navigate Kentik to get the specific information you need.
Licenses: Tailoring your subscription by adjusting Synthetics, MetricsPaks, CloudPaks, and FlowPaks.
How to get help:
Recommended: Submit a ticket via the Kentik portal's Help and Support form (see How to Submit a Support Request).
Direct Contact: Reach out to your assigned Kentik Customer Success representative directly via email or phone.