> ## Documentation Index
> Fetch the complete documentation index at: https://tbd-6fc993ce-hypeship-add-rate-limiting-docs.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# 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](/info/pricing).

### 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 [sales@kernel.sh](mailto:sales@kernel.sh).