Customer Care

Kentik is dedicated to ensuring that you have all the information and support that you need to get the most value from Kentik. The following topics cover how we work and how to work with us:

• About Customer Care
• Product Support
• Customer Success
• Support via the Portal
• Feature Requests

Note: For additional information, please contact the Customer Success manager assigned to your account.

Customer care at Kentik falls into the following overall categories:

• Product Support: Help with issues using the product (portal or APIs), including bugs (see Product Support).
• Customer Success: Help with your account, including onboarding, training, feature enablement (licenses), and renewals (see Customer Success).

Kentik's Product Support (PS) team, which helps you with issues using the product, including bugs, is covered in the following topics:

• Request Product Support
• Product Support Levels
• Required Information
• Response Priority

Kentik offers customers two ways to request Product Support:

• Submit ticket via portal (recommended): Request support using the Kentik portal's Help and Support form (see Support Request).
• Contact directly: Contact us via email or, in emergency only, by phone (see Product Support Levels).

Contacting Product Support through the portal is recommended in most cases. Kentik provides two support levels to get you the help you need:

• Standard support: We will respond Monday through Friday from 3 AM to 8 PM EST.
  - Portal (recommended): See Support Request.
  - Email: support@kentik.com
• Emergency 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

Note: For information about our holiday support schedule, see Emergency Support.

When making a Product Support request:

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

Product Support requests 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?

Note: For more detail, download our Support and Service Level Agreement via the Support and SLA button on the Legal page of our website.

Kentik's Customer Success team, which includes your organization's Kentik-assigned Customer Success Manager, is covered in the following topics:

• About Customer Success
• Contact Customer Success

Customer Success works to ensure Kentik customers have the best possible experience with the Kentik platform in areas such as the following:

• 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: Showing you how to use Kentik, including the various modules of the portal, to get the information you need to optimize the operation of your network.
• Licenses: Helping you to get the most out of your Kentik subscription by tailoring your organization's collection of capabilities (see Licenses) to your specific needs and adjusting Synthetics, MetricsPaks, CloudPaks, and FlowPaks for consumption.

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 organization's Kentik Customer Success representative directly via email or phone.

The following topics explain how to request various types of support via the portal:

• Support Request
• Password Reset

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

1. In the Kentik Portal, click the Help & Support button (question mark) toward the right of the main navbar.
2. In the resulting form, fill out the Summary and Additional Details fields with a full and complete description of the support you need.
3. On the Type drop-down, choose one of the following:
   - Account Question: A request for help in areas such as onboarding, licenses, or renewals will be forwarded to the Customer Success team.
   - Product Question: A request for help with an issue using the product (portal, APIs, etc.) will be forwarded to the Product Support team.
   - Bug: A bug will be reported to the Product Support team.
   - Training: A request for training will be forwarded to the Customer Success team.
4. Click the Submit button.
5. To view your support requests, click on the Track your support requests link located below the Submit button. This will redirect you to the Support Portal, where you can manage your requests.

Kentik enforces strong and secure passwords by enabling users to reset or change their passwords. To request a reset of your password:

1. In the Kentik Portal, open the popup User menu by clicking the User button at the right of the main navbar.
2. Choose Profile to go your User Profile page, then go to the Authentication tab.
3. In the Password pane, click Reset Password.
4. You will receive a password reset email at the email address associated with your Kentik account.
   Note: If you are unable to complete the steps below within one hour you will have to restart the reset process from the beginning.
5. Click on the link provided in the email, which will take you to the Password Reset page.
6. Fill out the password fields, then click the Set Password button to finish resetting your password.

Requests for new features, which are evaluated by our Product team, are submitted via the portal:

1. In the Kentik Portal, click the Help & Support button (question mark) toward the right of the main navbar.
2. Click the Manage My Feature Requests button at the bottom of the dialog, which will open the Kentik Feedback Portal in a new tab.
3. In the Submit a Request for Kentik tile on the Dashboard page, click the Make a Suggestion button.
4. Fill out the Submit a Request form with information regarding your request, then click the Submit request button, which submits your request and returns you to the Dashboard.