Xperience by Kentico Product Support
Kentico’s in-house support engineers are available 24/7 to help you succeed, whether you’re using Standard or Premium support.
You can count on fast responses, expert guidance, and a team that understands your digital experience inside and out.
We walk you here through everything we offer, from the full scope of our services and SLAs to tips on choosing the right level of assistance for your needs.
- Already on Premium? Enjoy priority handling and access to advanced support options.
- Just getting started with Kentico? We’re here to guide you every step of the way.
Kentico Support
Here’s a quick side-by-side look at what you get with Standard and Premium Support, so you can choose the level of coverage that best fits your project.
Here’s a quick side-by-side look at what you get with Standard and Premium Support, so you can choose the level of coverage that best fits your project.
| What do you need for your project? | Standard tier |
Advanced tier |
|---|---|---|
|
Availability
|
24/7
|
24/7
|
|
SLA Response Time
|
Best effort, ~1 business day
|
1 to 3 hours based on severity
|
|
Contact Channels
|
Email + online form
|
Email + Client Portal Live Chat
|
|
Access to In-House Engineers
|
Yes
|
Yes (Priority queue)
|
|
Guaranteed SLA
|
No
|
Yes (Enterprise clients)
|
|
Cost
|
Included with maintenance
|
Annual contract required
|
Premium Support gives you a higher level of coverage when your digital operations demand speed, continuity, and expert attention.
- Built for teams running high-traffic or high-stakes projects.
- Includes a formal SLA, live chat, and direct access to Kentico’s senior support engineers.
- Ensures faster responses through priority queues and guaranteed lower response times.
- Available to clients with an active maintenance agreement.
- Ideal when you need fast, reliable troubleshooting and greater consistency.
We take a different approach
If you're using Kentico SaaS, you're backed by real-time monitoring, DevOps coverage, and platform-specific SLAs. For customers using Kentico's SaaS offering, our support includes:
-
Hosting environment support
-
Uptime monitoring and incident response
-
Infrastructure-level troubleshooting
SaaS Response Times
A — Business-critical outage
- Initial response: 15 min confirmation
- Target resolution: 3 hours (typical)
- Example: Production website down due to Kentico infrastructure
B — Major service degradation
- Initial response: 2 hrs DevOps review
- Target resolution: 24 hours
- Example: Portal deployment failure
C — Non-urgent or minor issue
- Initial response: 1 business day
- Target resolution: 72 hours
- Example: User management, minor errors
What’s Covered in SaaS vs Product Support
Xperience by Kentico product support
- Using widgets and configuring the CI/CD repository
- How to create page templates for the Page Builder
- Assistance with APIs
- Error messages when saving content items
- User log in issues
- Issues with emails stuck in the email queue
SaaS infrastructure support
- Deployment services (excluding continuous delivery issues, upgrades)
- Backup/Restore services
- Domain management services (excluding DNS validation)
- Availability of services (Xperience Portal, customer infrastructure. Excluding application exceptions, SendGrid, Auth0, CloudFlare)
- Project upgrade (Tier change)
- User management and Personal Access Token management in Xperience Portal
Support services do not include:
Installation or initiation of the products or installing hotfixes, updates, upgrades
Installation, configuration or maintenance of the hardware, network, prerequisites
Custom development or custom code reviews
Training, best practices or hands-on assistance with project related questions.
Interested in premium support?
Get a custom quote for premium support based on your needs.