SLAs and support models

How to reach Kissflow support, and the response-time SLAs that apply to reported defects.

How to reach support

Live chat is the primary channel for support. Open it in-product by clicking the (?) icon next to your profile picture in the top navigation bar; it launches a standalone chat widget. Use it both for questions about using the product and for account-specific issues or defects. Chat availability can vary depending on your product and plan.

Note

Only use email (support@kissflow.com) when you can't log in to Kissflow, for example during downtime. Emails are routed into the same support chat system and handled by support specialists.

Status page

Kissflow's systems are actively monitored, and any issues are reported on the Kissflow status page. Check this page first if you're seeing service availability issues or downtime.

Chat response times

Metric	Target
Conversations answered	Within 24 hours on business days
Average response time	About 30 minutes during business hours

Defect SLAs

Once a product specialist confirms a defect, the following SLAs apply based on severity. All timelines exclude Saturdays and Sundays.

Severity	Example	Ticket response	Workaround	Permanent fix
Critical	The system is down	4 hours	4 hours (immediate workaround*)	48 hours
Highly important	An entire module is affected	4 hours	24 hours	1 week
Medium	A feature within a module is affected	8 hours	3 business days	Next release
Low	Annoyances	48 hours	As seen fit	As seen fit

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