Support

Trial, Free, Hobbyist

Users on the Trial, Free, and Hobbyist plans get email support on a best-effort basis.

Start-up

Users on the Start-up plan get priority email support.

Enterprise support tiers

Kernel offers tiered enterprise support with defined response times, dedicated channels, and account management. All enterprise tiers include everything in the base Enterprise plan.

Standard

• Slack Connect channel
• 4-hour response time during business hours
• Monthly usage reviews

Premium

Everything in Standard, plus:

• 1-hour response time during business hours
• Dedicated account manager
• Quarterly business reviews

Platinum

Everything in Premium, plus:

• 30-minute response time, 24/7
• Custom SLA agreements
• Priority incident escalation

Platinum+

Everything in Platinum, plus:

• 15-minute response time, 24/7
• Custom compliance and security reviews

Priority levels

Priority	Description
P0	Production blocked
P1	Production impacted
P2	Product bug impacting workflows
P3	Questions, feature requests, etc.

Response times

Priority	Standard	Premium	Platinum	Platinum+
P0	4 hours (business hours)	1 hour (business hours)	30 minutes (24/7)	15 minutes (24/7)
P1	4 hours (business hours)	1 hour (business hours)	30 minutes (24/7)	15 minutes (24/7)
P2	1 business day	1 business day	4 hours (business hours)	1 hour (business hours)
P3	2 business days	2 business days	1 business day	4 hours (business hours)

Support channels

All enterprise tiers include a dedicated Slack Connect channel for direct communication with the Kernel team.

To discuss enterprise plans, reach out to [e-mail].