Classification | Priority | Response Time | Review & Response Time | Resolution Time |
Bug | ||||
Low ( nice to have ) | 4h | 10h | 24h | |
Medium (workaround available ) | 3h | 8h | 16h | |
High ( non - robust or performance degraded ) | 2h | 4h | 12h | |
Critical ( Show Stopper ) | 1h | 2h | 8h | |
Enhancement | ||||
Low ( nice to have ) | 8h | 16h | 30d | |
Medium (workaround available ) | 6h | 12h | 15d | |
High ( non - robust or performance degraded ) | 4h | 8h | 5d | |
Critical ( Show Stopper ) | 2h | 4h | 3d | |
Feature Request (Complexity : Low) | ||||
Low ( nice to have ) | 8h | 16h | 30d | |
Medium (workaround available ) | 6h | 12h | 15d | |
High ( non - robust or performance degraded ) | 4h | 8h | 6d | |
Critical ( Show Stopper ) | 2h | 4h | 3d | |
Feature Request (Complexity : Medium) | ||||
Low ( nice to have ) | 8h | 16h | 45d | |
Medium (workaround available ) | 6h | 12h | 30d | |
High ( non - robust or performance degraded ) | 4h | 8h | 10d | |
Critical ( Show Stopper ) | 2h | 4h | 5d | |
Feature Request (Complexity : High) | ||||
Low ( nice to have ) | 8h | 16h | 45d | |
Medium (workaround available ) | 6h | 12h | 35d | |
High ( non - robust or performance degraded ) | 4h | 8h | 25d | |
Critical ( Show Stopper ) | 2h | 4h | 15d | |
Feature Request (Complexity : Very High) | ||||
Low ( nice to have ) | 8h | 16h | 50d | |
Medium (workaround available ) | 6h | 12h | 40d | |
High ( non - robust or performance degraded ) | 4h | 8h | 30d | |
Critical ( Show Stopper ) | 2h | 4h | 20d | |
Support | ||||
Low ( nice to have ) | 8h | 16h | ||
Medium (workaround available ) | 6h | 12h | ||
High ( non - robust or performance degraded ) | 4h | 8h | ||
Critical ( Show Stopper ) | 2h | 4h |
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.
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.
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:
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
View your tickets and their progress