Kinetica Enterprise Support
Rapid Response
Customers with active Kinetica support subscriptions receive rapid response from our enterprise support team on all tickets.
Tickets can be submitted by email or through the Kinetica Support Portal.
Support that Meets your Needs
Kinetica support allows customers to decide on the support package that fits their business needs and budget.
All components of Kinetica are supported: Kinetica core, APIs, connectors, and administration.
Software Updates
Customers with active Kinetica support subscriptions have full access to all major and minor releases.
All software releases can be downloaded from Kinetica.com and activated with a license key provided by the account team.
Kinetica provides all licensed customers with Basic support, enabling Knowledgebase access and support requests without Response SLA's. Customers can opt-in to Standard support which offers guaranted response SLA's in their local timezone. Customers with mission-critical workloads can opt-in to 24x7 support to ensure their needs are met around the clock.
| Feature | Basic | Standard | Premium |
|---|---|---|---|
| Access to Kinetica Knowledgebase | |||
| Access to Kinetica Support Portal | |||
| Response SLAs | - | ||
| Support in your local timezone | - | ||
| Coverage off-hours and weekends | - | - | |
| Shorter response SLAs | - | - | |
| Monthly incident reporting | - | - | |
| Quarterly health check and service review | - | - |
Support services are covered by our Support Services Agreement
Need Help?
Access to Support Portal?
New Support User?
To get an account, please send an email to support@kinetica.com with the subject “New Account” including the following information:
- Full Name
- Organization
- Phone Number
- Kinetica Account Representative Name
Existing Support User?
* The Kinetica Support Portal is reserved for customers with a valid Enterprise License.
For Trial Edition Support please go to Kinetica Forum.