Applies to: Kyvos Enterprise Kyvos Cloud (SaaS on AWS) Kyvos AWS Marketplace

Kyvos Azure Marketplace Kyvos GCP Marketplace Kyvos Single Node Installation (Kyvos SNI)

Customers can reach out to the Kyvos Support team anytime through email, Support portal, or Support hotline. All incoming requests, issues, and inquiries are registered in our Ticketing system. This document details out how to use these channels to report and track your support tickets.

Kyvos Support Hotline

Kyvos Support hotline number for:

Kyvos Enterprise: (US) +1-408-213-3312 Option 2
Kyvos Cloud (SaaS): (US) +1-408-213-1263 Option 1

This is the recommended channel for all P1 tickets (refer to the prioritization section) to avail immediate assistance. Provide your name, organization, and criticality of the issue/request along with its description. Please note that all calls to this number are recorded for quality assurance purposes.

Kyvos Support Email

You can reach Kyvos support by marking your email to:

Kyvos Enterprise: support@kyvos.io
Kyvos Cloud (SaaS): cloudsupport@kyvos.io

The email will be auto-registered as a ticket, and you will receive a confirmation with a Ticket Number. You will also receive a formal acknowledgment from a Kyvos Support Engineer shortly after that. It is requested to use the same mail chain for the communication. All email communications are also auto updated on Zendesk. You can further track all your tickets on the Kyvos Support Zendesk portal.

Kyvos Support Portal - Zendesk

The URL to access the Kyvos Support portal is https://kyvosinsights.zendesk.com/
Accounts on the Kyvos Support portal are created on request by the Support Admins. Send a request to Kyvos Support or contact your Kyvos Account manager to request an account.
To learn more on ticket management through Zendesk, refer to the Kyvos Support Ticket Management section.

Kyvos Support Ticket Management

Zendesk

Zendesk is the portal for registering and tracking all Kyvos support activities. Emails sent to Kyvos Support are registered, and further communication is managed on the Zendesk portal. The support portal requires registration and can be reached at: https://kyvosinsights.zendesk.com/

Users can request an account on Zendesk by emailing the support ID.

All transactions from all channels (Email/Call/Portal) are registered as ‘Tickets’ and categorized as Incidents, Requests, Questions, and Activities. Tickets are further classified by Criticality and type.

Severity Levels

P1: These are the highest severity. A ticket is marked P1 when there is total loss or continuous instability of functionality or inability to use a feature on a production system.
Note: We recommend calling Kyvos Support Hotline to report P1 issues outside of normal business hours or over weekends instead of sending an email to support.
P2: Issued that causes a significant impact to the business; however, the production system is usable, monitoring Performance degraded or severely limited but not causing a total loss of functionality
P3: Non-Prod environment issues/activities, General questions, low impact issues, cases where workaround in already in place for P1 or P2 issues
P4: Issue that negligibly impacts the ability to do business; it can be general questions on product usage, enhancement requests, authentication paths, installation requests, and so on.

Kyvos Support SLAs

Important

The Support SLAs mentioned in this section are indicative and vary according to the Customer Contract Terms.

Support SLA is not applicable to Semantic Model Design/Fine Tuning and Training requests. Contact sales for more information on the Implementation and Training Services offered by Kyvos. These are forwarded to the respective department for processing.

Standard support

Case priority	Initial response target (8x5 subscription)	Update frequency target (8x5 subscription)
P1	Within 1 business hour	Updated every 4 business hours
P2	Within 2 business hours	Updated every business day
P3	Within 8 business hours	Updated every 3 business days
P4	Within 2 business days	N/A, feature request

Premium support

Case priority	Initial response target (24x7 subscription)	Update frequency target (24x7 subscription)
P1	15 minutes	Updated every 2 hours
P2	Within 2 hours	Updated every business day
P3	Within 8 hours	Updated every 3 business days
P4	Within 24 hours	N/A, feature request

Escalation timelines

Case priority	Escalation timeline (24x7 subscription)	Escalation timeline (8x5 subscription)
P1	Within 2 hours	Within 2 business hours
P2	Within 12 hours	Within 12 business hours
P3	Within 3 days	Within 5 business days
P4	N/A	N/A

Note

Please contact your Kyvos' Customer Success Manager for the escalation hierarchy.

Case priority definitions

Case priority	Kyvos responsibilities	Customer responsibilities
P1	For 8x5 subscription Resources dedicated Monday through Friday during customer’s local business hours until a resolution or workaround is in place.	For 8x5 subscription Designated resources are available Monday through Friday during the customer’s local business hours. Ability to provide necessary diagnostic information.
P1	For 24x7 subscription Resources dedicated 24x7 until a resolution or workaround is in place.	For 24x7 subscription Designated resources are available 24x7 until a resolution or workaround is in place. Ability to provide necessary diagnostic information.
P2	For 8x5 subscription Resources are available Monday through Friday during local business hours until a resolution or workaround is in place.	For 8x5 subscription Resources are available Monday through Friday during local business hours until a resolution or workaround is in place. Ability to provide necessary diagnostic information.
P2	For 24x7 subscription Resources dedicated 24x7 until a resolution or workaround is in place.	For 24x7 subscription Designated resources are available 24x7 until a resolution or workaround is in place. Ability to provide necessary diagnostic information.
P3	Resources are available Monday through Friday during local business hours until a resolution or workaround is in place.	Resources are available Monday through Friday during local business hours until a resolution or workaround is in place. Ability to provide necessary diagnostic information.
P4	Solid understanding of the customer request documented in our systems for review by Product Marketing.	Use cases for the feature request and specifics on requested functionality.

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Kyvos Support