---
title: "Support Hours and Emergency Contact"
slug: "support-hours-and-emergency-contact"
description: "Find Kentik's product support hours, emergency contact numbers, and support tiers. Learn how we prioritize issues and get the help you need, 24/7."
updated: 2026-04-23T16:55:22Z
published: 2026-04-23T16:55:22Z
canonical: "kb.kentik.com/support-hours-and-emergency-contact"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://kb.kentik.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support Hours and Emergency Contact

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**](/v1/docs/how-to-submit-a-support-request).
  - Email: [**support@kentik.com**](mailto:support@kentik.com)
- **Emergency Support**: 24/7, for emergencies only.
  - Email: [**escalations@kentik.com**](mailto:escalations@kentik.com)
  - Phone (US): 844.356.3278, extension 6
  - Phone (International): +1 415.963.9825, extension 6

> [!TIP]
> **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]
> **Note*:*** Download Kentik’s [**Support and Service Level Agreement**](https://www.kentik.com/pdfs/KentikSupportSLA.pdf) (available on our [**Legal**](https://www.kentik.com/legal/) page).