Applies to: Kyvos Enterprise Kyvos Cloud (SaaS on AWS) Kyvos AWS Marketplace

Kyvos Azure Marketplace Kyvos GCP Marketplace Kyvos Single Node Installation (Kyvos SNI)

Customers can reach out to the Kyvos Support team anytime through email, Support portal, or Support hotline. All incoming requests, issues, and inquiries are registered in our Ticketing system. This document details out how to use these channels to report and track your support tickets.

Kyvos Support Hotline

Kyvos Support hotline number is (US) +1-408-213-3312 Option 2
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.

Kyvos Support Email

You can reach Kyvos support by marking your email to support@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.

Kyvos Support Portal - Zendesk

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 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.

Kyvos Support Ticket Management

Zendesk

Zendesk is the portal for registering and tracking all Kyvos support activities. Emails sent to support@kyvos.io 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/

Users can request an account on Zendesk by emailing the support ID.

All transactions from all channels (Email/Call/Portal) are registered as ‘Tickets’ and categorized as Incidents, Requests, Questions, and Activities. Tickets are further classified by Criticality and type.

Severity Levels

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) 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.

Kyvos Support SLAs

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.

Premium 24x7 Subscription

Priority	First Response	Update Frequency	Escalation

Priority	First Response	Update Frequency	Escalation
P1	15 minutes	Updated every 2 hours	Within 2 hours
P2	Within 2 hours	Updated every business day	Within 12 hours
P3	Within 8 hours	Updated every 3 business days	Within 3 business days
P4	Within 24 hours	N/A, feature request	N/A

Standard 8x5 Subscription

Priority	First Response	Update Frequency	Escalation

Priority	First Response	Update Frequency	Escalation
P1	Within 1 business hour	Updated every 4 business hours	Within 4 business hours
P2	Within 2 business hours	Updated every business day	Within 12 business hours
P3	Within 8 business hours	Updated every 3 business days	Within 5 business days
P4	Within 2 business days	N/A, feature request	N/A

Case Priority Definitions and Responsibilities

Priority	Definition	Responsibilities

Priority

Definition

Responsibilities

Kyvos

Customer

P1

Total loss or continuous instability of functionality or inability to use a feature relied on a Production system.

Security Issues

Development systems do not apply here.

8x5

Resources are dedicated Monday through Friday during the customer’s local business hours until a resolution or workaround is in place.

8x5

Designated resources are available Monday through Friday during the customer’s local business hours. Ability to provide necessary diagnostic information.

24x7

Resources are dedicated 24x7 until a resolution or workaround is in place.

24x7

Designated resources are available 24x7 until a resolution or workaround is in place. Ability to provide necessary diagnostic information.

P2

Kyvos Performance has degraded but not causing a total loss of functionality in a Production Environment.

Inability to deploy a feature not currently relied on in a production environment.

8x5

Resources are available from Monday through Friday during local business hours until a resolution or workaround is in place.

8x5

Resources are available Monday through Friday during local business hours until a resolution or workaround is in place. Ability to provide necessary diagnostic information.

24x7

Resources dedicated 24x7 until a resolution or workaround is in place.

24x7

Designated resources are available 24x7 until a resolution or workaround is in place. Ability to provide necessary diagnostic information.

P3

General Inquiries

Issues where Workaround is in place for Priority 1 and Priority 2 issues.

Issues reported on non-production environments.

8x5 and 24x7

Resources are available from Monday through Friday during local business hours until a resolution or workaround is in place.

8x5 and 24x7

Resources are available from Monday through Friday during local business hours until a resolution or workaround is in place. Ability to provide necessary diagnostic information.

P4

Feature Requests

8x5 and 24x7

Complete understanding of the request documented in our systems and reviewed by the Kyvos Product Team and other stakeholders.

8x5 and 24x7

Use cases for the feature request and specifics on requested functionality.

Definitions

First Response

The initial contact made by the support team to acknowledge the receipt of a support case. This response typically includes confirmation that the issue is being investigated and the next expected actions.

Update Frequency

The regular interval at which updates are given to the customer about their support case status. Updates may include progress on resolving the issue, any additional information required, and the expected next steps.

Escalation

Escalation is the process of raising the priority or visibility of a support case to ensure timely resolution. This may involve senior support engineers (higher Tier) or management providing additional resources or attention to the case. Escalation occurs when a case is not progressing as expected or within the predefined SLA timeframes.