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
- Slack Connect channel
- 4-hour response time during business hours
- Monthly usage reviews
Premium
Everything in Standard, plus:- 1-hour response time during business hours
- Dedicated account manager
- Quarterly business reviews
Platinum
Everything in Premium, plus:- 30-minute response time, 24/7
- Custom SLA agreements
- Priority incident escalation
Platinum+
Everything in Platinum, plus:- 15-minute response time, 24/7
- 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 | 4 hours (business hours) | 1 hour (business hours) | 30 minutes (24/7) | 15 minutes (24/7) |
| P1 | 4 hours (business hours) | 1 hour (business hours) | 30 minutes (24/7) | 15 minutes (24/7) |
| P2 | 1 business day | 1 business day | 4 hours (business hours) | 1 hour (business hours) |
| P3 | 2 business days | 2 business days | 1 business day | 4 hours (business hours) |