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Kyvos Support hotline number is for:
Kyvos Enterprise: (US) +1-408-213-3312 Option 2
Kyvos Cloud (SaaS): (US) +1-408-213-1263 Option 1
This is the recommended channel for all P1 tickets (refer to the prioritization section) to avail immediate assistance. Provide your name, organization, and criticality of the issue/request along with its description. Please note that all calls to this number are recorded for quality assurance purposes.
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You can reach Kyvos support by marking your email to:
Kyvos Enterprise: support@kyvos.io
Kyvos Cloud (SaaS): cloudsupport@kyvos.io
The email will be auto-registered as a ticket, and you will receive a confirmation with a Ticket Number. You will also receive a formal acknowledgment from a Kyvos Support Engineer shortly after that.
It is requested to use the same mail chain for the communication. All email communications are also auto updated on Zendesk. You can further track all your tickets on the Kyvos Support Zendesk portal.
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The URL to access the Kyvos Support portal is https://kyvosinsights.zendesk.com/
Accounts on the Kyvos Support portal are created on request by the Support Admins. Send a request to support@kyvos.io Kyvos Support or contact your Kyvos Account manager to request an account.
To learn more on ticket management through Zendesk, refer to the Kyvos Support Ticket Management section.
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Zendesk is the portal for registering and tracking all Kyvos support activities. Emails sent to support@kyvos.io Kyvos Support are registered, and further communication is managed on the Zendesk portal. The support portal requires registration and can be reached at: https://kyvosinsights.zendesk.com/
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P1: These are the highest severity. A ticket is marked P1 when there is total loss or continuous instability of functionality or inability to use a feature on a production system.
Note: We recommend calling (+1-408-213-3312- Option 2) Kyvos Support Hotline to report P1 issues outside of normal business hours or over weekends instead of sending an email to support.P2: Issued that causes a significant impact to the business; however, the production system is usable, monitoring Performance degraded or severely limited but not causing a total loss of functionality
P3: Non-Prod environment issues/activities, General questions, low impact issues, cases where workaround in already in place for P1 or P2 issues
P4: Issue that negligibly impacts the ability to do business; it can be general questions on product usage, enhancement requests, authentication paths, installation requests, and so on.
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Important The Support SLAs mentioned in this section are indicative and vary according to the Customer Contract Terms. Support SLA is not applicable to Semantic Model Design/Fine Tuning and Training requests. Contact sales for more information on the Implementation and Training Services offered by Kyvos. These are forwarded to the respective department for processing. |
Standard support
Case priority | Initial response target (8x5 subscription) | Update frequency target (8x5 subscription) |
P1 | Within 1 business hour | Updated every 4 business hours |
P2 | Within 2 business hours | Updated every business day |
P3 | Within 8 business hours | Updated every 3 business days |
P4 | Within 2 business days | N/A, feature request |
Premium support
Case priority | Initial response target (24x7 subscription) | Update frequency target (24x7 subscription) |
P1 | 15 minutes | Updated every 2 hours |
P2 | Within 2 hours | Updated every business day |
P3 | Within 8 hours | Updated every 3 business days |
P4 | Within 24 hours | N/A, feature request |
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Case priority definitions
Case priority | Kyvos responsibilities | Customer responsibilities |
P1 | For 8x5 subscription Resources dedicated Monday through Friday during customer’s local business hours until a resolution or workaround is in place. | For 8x5 subscription Designated resources are available Monday through Friday during the customer’s local business hours. Ability to provide necessary diagnostic information. |
For 24x7 subscription Resources dedicated 24x7 until a resolution or workaround is in place. | For 24x7 subscription Designated resources are available 24x7 until a resolution or workaround is in place. Ability to provide necessary diagnostic information. | |
P2 | For 8x5 subscription Resources are available Monday through Friday during local business hours until a resolution or workaround is in place. | For 8x5 subscription Resources are available Monday through Friday during local business hours until a resolution or workaround is in place. Ability to provide necessary diagnostic information. |
For 24x7 subscription Resources dedicated 24x7 until a resolution or workaround is in place. | For 24x7 subscription Designated resources are available 24x7 until a resolution or workaround is in place. Ability to provide necessary diagnostic information. | |
P3 | Resources are available Monday through Friday during local business hours until a resolution or workaround is in place. | Resources are available Monday through Friday during local business hours until a resolution or workaround is in place. Ability to provide necessary diagnostic information. |
P4 | Solid understanding of the customer request documented in our systems for review by Product Marketing. | Use cases for the feature request and specifics on requested functionality. |