How To Effectively Utilize KTern.AI Customer Support Services?

How To Effectively Utilize KTern.AI Customer Support Services?


At KTern.AI, we do more than crafting software that solves your business problems. With our dedicated Customer Success team, we put equal effort into helping your business adapt our products to reach your goals. Our Customer Success staff are diligent in recognizing issues, resolving them proactively, and assisting you every step of the way.

SLA Policy

Priority Description
  1. Low: Nice to have
  2. Medium: Workaround available
  3. High: Non-robust or performance degraded
  4. Critical: Showstopper

Classification Description
  1. Bug: Existing Functionality not working
  2. Enhancement: Additional requirement in an existing feature
  3. Feature Request: New functionality in KTern
  4. Support: Any manual assistance as part of the application
  5. Others: Unsure of the category

SLA

ClassificationPriorityResponse TimeReview & Response TimeResolution Time
Bug    
 Low ( nice to have )4h10h24h
 Medium (workaround available )3h8h16h
 High ( non - robust or performance degraded )2h4h12h
 Critical ( Show Stopper )1h2h8h
Enhancement    
 Low ( nice to have )8h16h30d
 Medium (workaround available )6h12h15d
 High ( non - robust or performance degraded )4h8h5d
 Critical ( Show Stopper )2h4h3d
Feature Request (Complexity : Low)    
 Low ( nice to have )8h16h30d
 Medium (workaround available )6h12h15d
 High ( non - robust or performance degraded )4h8h6d
 Critical ( Show Stopper )2h4h3d
Feature Request (Complexity : Medium)    
 Low ( nice to have )8h16h45d
 Medium (workaround available )6h12h30d
 High ( non - robust or performance degraded )4h8h10d
 Critical ( Show Stopper )2h4h5d
Feature Request (Complexity : High)    
 Low ( nice to have )8h16h45d
 Medium (workaround available )6h12h35d
 High ( non - robust or performance degraded )4h8h25d
 Critical ( Show Stopper )2h4h15d
Feature Request (Complexity : Very High)    
 Low ( nice to have )8h16h50d
 Medium (workaround available )6h12h40d
 High ( non - robust or performance degraded )4h8h30d
 Critical ( Show Stopper )2h4h20d
Support    
 Low ( nice to have )8h16h 
 Medium (workaround available )6h12h 
 High ( non - robust or performance degraded )4h8h 
 Critical ( Show Stopper )2h4h 


Support Details

KTern.AI Customer Success is a dedicated team of Senior Support Engineers and Enterprise Managers committed to delivering higher SLAs, faster triage, and faster resolutions, as well as engaging customers with new service touchpoints to improve customer experience, system availability, and system performance for our business-critical Enterprise customers.

  1. Dedicated Customer Success Engineers
    All support customer requests are routed directly to experienced Customer Success engineers from the minute the ticket is created during the business week (24x5). This eliminates the time normally required in Select Support for the initial bounce, basic triage steps, environment questions, and internal escalation processes to get up to a more senior individual. These CS engineers have large-scale experience and advanced training beyond the Select Support teams to better and more quickly service your more complex and critical needs.

  2. Coordination & Escalation Priority
    Priority placement in the development escalation queue ensures your issues are triaged more quickly by our developers and product teams when escalated. This is important when issues require product team engagement and gives customers higher priority and service levels to ensure more timely root-cause analysis and next steps.

  3. Screen Shares & Conference Calls
    Our team utilizes phone calls, screen shares, and team sync meetings to solve issues faster by ensuring precious time and context are not lost when critical issues arise.

  4. Account Onboarding & Familiarity
    Upon purchasing KTern.AI licenses, the Customer Success team will conduct an onboarding process to enable them to use the KTern.AI Platform.

Scope Of Support

The Customer Success team of KTern.AI support scope includes:

  1. Incident Support: Identifying and troubleshooting problems in the system
  2. Root cause analysis
  3. Assistance with issues during onboarding
  4. Identifying and creating needed bug reports
  5. Guidance around implementation and configuration
  6. Integration support with other KTern.AI products.


KTern.AI Ticketing Policy

KTern.AI Customer Success team is eager and happy to help verify bugs, consider enhancements/features, and provide support — we take pride in it! Create a ticket in our Ticket Center, providing as much information as you can about how to replicate the problem you’re experiencing. If it’s a bug, we’ll try to replicate it to verify and, if successful, lodge the report for you. We’ll also try to construct workarounds if possible.

KTern.AI seeks to target the most critical tickets affecting the widest customer set. Tickets are prioritized based on the estimated impact on KTern.AI users. Most tickets are initially reported at Low priority until they are triaged, and the true impact is assessed by KTern.AI.


How to Create a Ticket in KTern.AI

  1. Log into KTern.AI.



  2. On the right-hand side, you will find an Avatar icon. Click on it.



  3. A drawer opens up. In it, click on Ticket Center. 



  4. To create a ticket, click on “Add Ticket.”



    1. A drawer opens up with the necessary details for the ticket.



    2. Fill in the priority fields.
    3. Ensure the title and description, along with images (if any), are provided in detail so that the CS team will understand the ticket.
    4. Provide the priority and classification relevantly.

  5. Once done, click on "Create"
    Your ticket will be created, and the CS team will take it up from there. Upon assessing, the CS executive will reconsider the classification/priority if necessary.
Please refer to the link YouTube link for further details: https://youtu.be/MrVrd9AxHeE?si=GG2aRC8RokGnOOCL

View your tickets and their progress

  1. Check under “My Tickets.”



  2. Click on the “i” icon against your ticket.

  3. Use the comments section to interact with the CS Executive.

  4. You should receive email updates on every progress.

Please refer to the YouTube link for further details: https://youtu.be/qB8vHP2mk5M?si=iYxySWIepOt5kCze