Trial, Free, Hobbyist
Users on the Trial, Free, and Hobbyist plans get email support on a best-effort basis.Start-up
Users on the Start-up plan get priority email support.Enterprise support tiers
Kernel offers tiered enterprise support with defined response times, dedicated channels, and account management. All enterprise tiers include everything in the base Enterprise plan.Standard
- Private Slack channel
- Availability: P0 Mon-Fri, 9-5
- Response time: P0-P1 1 business day, P2-P3 2 business days
- Monthly usage reviews
Premium
Everything in Standard, plus:- Response time: P0-P1 4 hours, P2-P3 2 business days
- Dedicated account manager
- Quarterly business reviews
Platinum
Everything in Premium, plus:- Availability: P0-P1 24/7, P2-P3 Mon-Fri, 9-5
- Response time: P0-P1 1 hour, P2-P3 1 business day
- Custom SLA agreements
- Priority incident escalation
Platinum+
Everything in Platinum, plus:- Response time: P0-P1 15 minutes, P2-P3 1 business day
- Custom compliance and security reviews
Priority levels
| Priority | Description |
|---|---|
| P0 | Production blocked |
| P1 | Production impacted |
| P2 | Product bug impacting workflows |
| P3 | Questions, feature requests, etc. |
Response times
| Priority | Standard | Premium | Platinum | Platinum+ |
|---|---|---|---|---|
| P0 | 1 business day (Mon-Fri, 9-5) | 4 hours (Mon-Fri, 9-5) | 1 hour (24/7) | 15 minutes (24/7) |
| P1 | 1 business day (Mon-Fri, 9-5) | 4 hours (Mon-Fri, 9-5) | 1 hour (24/7) | 15 minutes (24/7) |
| P2 | 2 business days (Mon-Fri, 9-5) | 2 business days (Mon-Fri, 9-5) | 1 business day (Mon-Fri, 9-5) | 1 business day (Mon-Fri, 9-5) |
| P3 | 2 business days (Mon-Fri, 9-5) | 2 business days (Mon-Fri, 9-5) | 1 business day (Mon-Fri, 9-5) | 1 business day (Mon-Fri, 9-5) |