Our Product Support Model

We use an embedded chat interface as our primary support communication. Through chat, customers can ask questions and report issues or defects. All emails we receive through support {at} kissflow.com get funneled into our chat system and are handled there. We have a team of product specialists who reply to all chat requests. If you have a question related to using KiSSFLOW, they will respond immediately.

If you would like an additional feature or enhancement, you will be directed to wishlist.kissflow.com. We manage and communicate all new and upcoming feature requests there. This is only available to paid customers.

If the product specialist confirms that you are reporting a defect, he/she will file a defect ticket in our internal defect ticketing system. That chat conversation will remain in an open state until the defect is resolved. If the defect is deferred to a future date, the product specialist will communicate that to the customer and the conversation will be closed.

 

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 average response time is about 30 minutes.

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


Critical Defects (System Down)
Ticket response time: 4 hours
Immediate workaround*: 4 hours
Permanent Fix: 48 hours

Highly Important Defects (Entire module is affected)
Ticket response time: 4 hours
Immediate workaround: 24 hours
Permanent Fix: 1 week

Medium Defects (A feature within a module is affected)
Ticket response time: 8 hours
Immediate workaround: 3 business days
Permanent Fix: Next release

Low Defects (Annoyances):
Ticket response time: 48 hours
Workaround or fix: As seen fit^

*An immediate workaround is an acceptable solution to the specific problem reported.
^While we want all of our customers to be completely satisfied, in order to focus our efforts on core feature enhancements some low priority defects may not be addressed.

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.

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