SLAs and support models

Updated 3 weeks ago by Nandini

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 give priority to chat conversations over email.

If our product specialists confirms that you are reporting a defect, they 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.

Status page

The Kissflow system is being actively monitored and issues if any will be reported immediately in 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.


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