Whether you have a general question or are experiencing a critical outage, our Product Support team is available to assist you. This article outlines Kentik's support hours of operation, emergency contact methods, and how we prioritize incoming requests.
Product Support Levels
Kentik provides two support levels:
Standard Support: Monday through Friday, 3 AM to 8 PM ET.
Portal (recommended): See How to Submit a Support Request.
Email: support@kentik.com
Emergency Support: 24/7, for emergencies only.
Email: escalations@kentik.com
Phone (US): 844.356.3278, extension 6
Phone (International): +1 415.963.9825, extension 6
TIP: Kentik recommends contacting Product Support through the portal in most cases.
Response Priority
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 Kentik’s Support and Service Level Agreement (available on our Legal page).