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.
Note
Enterprise customers with large deals can have these SLAs written into a signed contract. Contact contact@kissflow.com for details.