SLAs and support models

Our support model

Our primary support communication is through the Kissflow Community, which can be accessed through the product by clicking on the (?) next to the profile picture or by visiting https://community.kissflow.com/. Customers can post questions and report issues or defects using the " Get Help" section, which is the main mode of communication available in Kissflow. If you have a question related to using Kissflow, our team will respond promptly.
 

We provide chat as our secondary support channel, enabling customers to report account-specific issues or defects in the chat within the Kissflow Community. The 1:1 chat can be found within the Kissflow Community. We recommend email communication only in cases where users cannot log in via Kissflow due to downtime or other critical issues. All emails sent to support@Kissflow.com are directed to our chat system and managed by our team of support specialists.

Kissflow's live chat and phone/remote assistance support timings vary depending on the product and plan you select.

Status page

The Kissflow system is being actively monitored, and issues, if any, will be reported immediately on the Kissflow status page. You can check this page if you’re facing any service availability issues and downtime. 

General SLA Terms

All conversations that originate in our chat system will be answered within 24 hours on business days. However, we generally respond in a much shorter time. Our current average response time during business hours is about 30 minutes.

For defects that are confirmed by our product specialist, the following SLAs will apply:

Critical defects

Example: The system is down

• Ticket response time: 4 hours
• Immediate workaround*: 4 hours
• Permanent fix: 48 hours

Highly important defects

• Example: An entire module is affected
• Ticket response time: 4 hours
• Immediate workaround: 24 hours
• Permanent fix: 1 week

Medium defects

• Example: A feature within a module is affected
• Ticket response time: 8 hours
• Immediate workaround: 3 business days
• Permanent fix: Next release

Low defects

• Example: Annoyances
• Ticket response time: 48 hours
• Workaround or fix: As seen fit^

*An immediate workaround is an acceptable solution to the specific problem reported.

All timelines exclude Saturdays and Sundays.

For large enterprise deals, we can include these SLAs in a signed contract. Write to contact {at} kissflow.com for more information.