The following Terms of Customer Support (“Support Terms”) are subject to the terms and conditions of Kelvin Zero’s License Terms (“Agreement”). Capitalized terms not defined in the Support Terms will have the meaning specified (if applicable) in the Agreement.
- Support services are available exclusively to users with administrator rights (“Administrators”).
- Administrators must submit all support requests via our online ticketing portal at desk.kzero.com.
- Primary Support Channel: online ticket submission at desk.kzero.com.
- We do not provide support through email, phone, or other channels unless pre-arranged.
To ensure efficient resolution, support issues are categorized into three criticality levels. Our acknowledgment and response times vary accordingly:
Criticality | Definition | Acknowledgment Time | Initial Response Time |
Critical (P1) | Severe issues causing inability to perform essential business tasks. | Within 1 hour | Within 2 hours |
High (P2) | Significant issues affecting major functionality or a large number of users. | Within 4 hours | Within 8 hours |
Standard (P3) | Minor issues, general inquiries, or requests for guidance. | Within 8 hours | Within 1 business day |
Resolution Time Targets:
- Critical (P1): 12 business hours
- High (P2): 2 business days
- Standard (P3): 5 business days
Our support services include:
- Resolving technical issues directly related to our platform.
- Assisting with platform configuration and usage guidance.
- Addressing account and access issues.
The following are not covered under standard support:
- Development of custom features or functionalities.
- General IT support unrelated to our platform.
- Support services are available during our business hours:
Monday to Friday, 9:00 AM to 5:00 PM ET.
- Critical (P1) issues submitted outside of business hours will be addressed on a best-effort basis, depending on the availability of our support team.
For effective resolution, customers are expected to:
- Clearly describe the issue and its impact on business operations when submitting tickets.
- Cooperate with our support team by providing requested logs, screenshots, or other relevant data.
- Keep Administrator contact details up-to-date.
We reserve the right to update or amend these terms at any time. Notice of significant changes will be provided via email or through desk.kzero.com.
Effective Date: 28th November, 2024