Support

Trial, Free, Hobbyist

Users on the Trial, Free, and Hobbyist plans get email support on a best-effort basis. Check out our Discord to get support from our community.

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

• Private Slack channel
• Availability: Priority Mon-Fri, 9-5
• Response time: Priority 1 business day, Normal 2 business days
• Monthly usage reviews

Premium

Everything in Standard, plus:

• Response time: Priority 4 hours, Normal 2 business days
• Dedicated account manager
• Quarterly business reviews

Platinum

Everything in Premium, plus:

• Availability: Priority 24/7, Normal Mon-Fri, 9-5
• Response time: Priority 1 hour, Normal 1 business day
• Custom SLA agreements
• Priority incident escalation

Platinum+

Everything in Platinum, plus:

• Response time: Priority 15 minutes, Normal 1 business day
• Custom compliance and security reviews

Priority levels

Level	Description
Priority	Production blocked or impacted
Normal	Product bugs, questions, feature requests, etc.

Response times

Level	Standard	Premium	Platinum	Platinum+
Priority	1 business day (Mon-Fri, 9-5)	4 hours (Mon-Fri, 9-5)	1 hour (24/7)	15 minutes (24/7)
Normal	2 business days (Mon-Fri, 9-5)	2 business days (Mon-Fri, 9-5)	1 business day (Mon-Fri, 9-5)	1 business day (Mon-Fri, 9-5)

Support channels

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

To discuss enterprise plans, book a demo here.