Xperience by Kentico support
Standard technical support is available for clients needing technical help with our products or services. Our team can help you with product related issues. If you are looking to get help for more advanced scenarios, best practices or have questions related to your project needs, you can use our paid consulting services.
Standard support
- Unlimited 24/7 email support for clients with a valid maintenance contract
- Best effort one business day response time
- Troubleshooting for out-of-the-box features
Premium support
Unlimited 24/7 priority email support
24/7 priority online chat
Guaranteed response time
Why choose premium support?
On top of the Standard technical support, we also offer premium support. It is intended for customers who run mission-critical websites or work on projects with tight deadlines.
It comes with a service-level agreement (SLA) that specifies a guaranteed response time. Premium support is an optional extension of the standard support provided as a part of a maintenance contract. It's available only to customers with a valid maintenance contract. If the maintenance contract expires, so does premium support.
Support contacts
You can contact our support using online these online forms:
Premium support chat is initiated through chat windows available on client.kentico.com portal (for customers with Premium support).
Xperience by Kentico SaaS infrastructure support
The Xperience by Kentico SaaS infrastructure is supported by our comprehensive internal alerting system and our 27/4 worldwide support team responds to these alerts. You can see the status of our services on Xperience by Kentico status page. In case of an outage or maintenance the status is updated, and our teams start working on a fix.
To report a critical Kentico SaaS issue, use this online form and select the “This is a Kentico SaaS production issue“ check box.
Standard SaaS service levels with typical response times and resolution times
| Category | Description | First contact | Resolution time | Examples |
|---|---|---|---|---|
| A | Business critical E.g., service unavailable or severely degraded |
| *3 hours | The production web application is not accessible, unstable or displays errors caused by Kentico's SaaS infrastructure |
| B | Major priority E.g., service partially unavailable or degraded, or a major function inoperable |
| 24 hours | Issues in the Xperience Portal with deployments |
| C | Normal or non-pressing priority; a fault that has minor impact on the service but requires resolution | 1 business day | 72 hours | Issues in the Xperience Portal with user management |
*Dependent on 3rd party service availability, (Azure, CloudFlare, Sendgrid etc)
Difference between product vs. SaaS infrastructure support
| Xperience by Kentico product support | SaaS infrastructure support |
|---|---|
| Using widgets and configuring the CI/CD repository | Deployment services (excluding continuous delivery issues, upgrades) |
| How to create page templates for the Page Builder | Backup/Restore services |
| Assistance with APIs | Domain management services (excluding DNS validation) |
| Error messages when saving content items | Availability of services (Xperience Portal, customer infrastructure. Excluding application exceptions, SendGrid, Auth0, CloudFlare) |
| User log in issues | Project upgrade (Tier change) |
| Issues with emails stuck in the email queue | 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.