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 are committed to helping your business adapt our product to achieve your goals. Our Customer Success Engineers are diligent in identifying issues, resolving them proactively, and supporting you every step of the way.

SLA Policy

Classification Description

  1. Bug: Existing functionality not working

  2. Enhancement: Additional requirement in an existing feature

  3. Feature Request: New functionality in KTern.AI

  4. Support: Any manual assistance as part of the application

  5. Others: Unsure of the category

Priority Description

  1. Critical: Showstopper

  2. High: Non-robust or performance degraded

  3. Medium: Workaround available

  4. Low: Nice to have

SLA

Classification
Priority
Response Time
[In Hrs]
Resolution Time
[In Hrs]
Bug




Critical 
1h
8h

High
2h
16h

Medium
4h
24h

Low 
8h
32h
Feature Request/ Enhancement/ Support




Critical
4h
Custom

High
8h
Custom

Medium
12h
Custom

Low
16h
Custom

Note: 

  1. The provided SLA time for bug resolution represents the maximum time frame, with most bugs resolved earlier. The team works to minimize service disruption.

  2. "Day(s)" in the SLA refers to a 24-hour period, measured in business days (Monday to Friday).

  3. "Custom" indicates that the response time varies based on the requirement. The team will discuss and provide resolution times for feature requests, enhancements, and support.

  4. Our Customer Success team will review the request, check the technical feasibility, and communicate an estimated resolution time within the specified Response Time.

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

    1. All customer requests are routed to experienced Customer Success Engineers immediately upon ticket creation during business hours (9 AM - 6 PM CET), Monday to Friday.

    2. This process eliminates the time typically required for initial responses, basic triage steps, environment questions, and internal escalation to reach more senior personnel.

    3. Customer Success Engineers possess extensive experience and advanced training, enabling them to effectively and efficiently address your complex and critical needs.

  2. Coordination & Escalation Priority

    1. Priority placement in the escalation queue ensures that your issues are addressed more quickly when escalated. This is crucial for cases requiring immediate attention, providing customers with higher priority and service levels for timelier root-cause analysis and clearer next steps.

  3. Screen Shares & Meetings

    1. Our team utilizes teams call, screen shares, and meetings to solve issues faster, ensuring that valuable time and context are not lost when critical issues arise.

  4. Account Onboarding & Familiarity

    1. 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 on KTern.AI implementation and configuration.

  6. Integration support with other KTern.AI products.

KTern.AI Escalation Matrix



KTern.AI Ticketing Policy

  1. 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.

  2. 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.

  3. Please refer to the

    1. Document Link: Document - How To Create A Ticket In KTern.AI's Ticket Center?

    2. YouTube Link: Video - How To Create A Ticket In KTern.AI's Ticket Center?

    3. Document Link: Document - How To Govern Your Tickets Using KTern's Ticket Center?

    4. YouTube Link: Video - How To Govern Your Tickets Using KTern's Ticket Center?