We’re introducing a new technical support service that will streamline information gathering and enable us to help you faster. Say hello to Intercom chat support, a new service in Premium support.
We’re delighted that 92% of real users are happy with the quality of our support. Delivering a high-quality support service is crucial to us, which is why we decided to rethink how we collect information from our customers, so we can react faster and more flexibly.
Chat for faster communication
Premium support subscribers can now go to the Client Portal and use an online chat with a member of our support team.
Chat means that we can ask for more details faster than by email. In our experience, clients send us an email support request and even though they describe their problem as well as they can, we need to ask for more details. In some cases, we lose hours or days by exchanging emails. And in all that time we could have worked on the solution.
Wouldn’t it be better to call? Not really. Although it seems faster, a call is not the most effective way to help you. Chat enables us to send screenshots, log files and links. On top of that, the conversation is automatically linked to your account, so we can check details in our system.
Real 24/7 support
As is standard for Kentico support, the chat is available 24/7. When we say that, we mean it. Our 24/7 support doesn’t mean access to a chatbot that receives your request and gives you an automatic answer. Having offices in the Czech Republic, US, and Australia, our Support Engineers are in-house and online to have your back at any time of the day.
When you send a question to the chat you can be sure that you’re dealing with a real person not a bot. A Support Engineer gets your request, asks for additional details and they are ready to start troubleshooting. Then, they inform you about the next steps by email.
Premium support for mission critical projects
Premium support provides customers with reassurance against downtime which includes a guaranteed response time specified in a service-level agreement (SLA), and 24/7 unlimited email and Intercom chat requests.
Our complimentary email support remains unaffected. For less urgent questions, you can always find support on our website. Submit a ticket and we’ll do our best to respond within one business day. You can also find advice in our extensive resources of documentation, Q&As, articles and hotfixes.
Subscribe to our Premium support and receive guaranteed help when you need it most. Find out more here.
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