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ehfeng merged 1 commit into from
May 14, 2026
+12 −16
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simplify support priority levels #364

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28 changes: 12 additions & 16 deletions info/support.mdx
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Expand Up @@ -17,51 +17,47 @@ Kernel offers tiered enterprise support with defined response times, dedicated c
### Standard

- Private Slack channel
- Availability: P0 Mon-Fri, 9-5
- Response time: P0-P1 1 business day, P2-P3 2 business days
- Availability: Priority Mon-Fri, 9-5
- Response time: Priority 1 business day, Normal 2 business days
- Monthly usage reviews

### Premium

Everything in Standard, plus:

- Response time: P0-P1 4 hours, P2-P3 2 business days
- Response time: Priority 4 hours, Normal 2 business days
- Dedicated account manager
- Quarterly business reviews

### Platinum

Everything in Premium, plus:

- Availability: P0-P1 24/7, P2-P3 Mon-Fri, 9-5
- Response time: P0-P1 1 hour, P2-P3 1 business day
- Availability: Priority 24/7, Normal Mon-Fri, 9-5
- Response time: Priority 1 hour, Normal 1 business day
- Custom SLA agreements
- Priority incident escalation

### Platinum+

Everything in Platinum, plus:

- Response time: P0-P1 15 minutes, P2-P3 1 business day
- Response time: Priority 15 minutes, Normal 1 business day
- Custom compliance and security reviews

## Priority levels

| Priority | Description |
| Level | Description |
| --- | --- |
| P0 | Production blocked |
| P1 | Production impacted |
| P2 | Product bug impacting workflows |
| P3 | Questions, feature requests, etc. |
| Priority | Production blocked or impacted |
| Normal | Product bugs, questions, feature requests, etc. |

## Response times

| Priority | Standard | Premium | Platinum | Platinum+ |
| Level | Standard | Premium | Platinum | Platinum+ |
| --- | --- | --- | --- | --- |
| P0 | 1 business day (Mon-Fri, 9-5) | 4 hours (Mon-Fri, 9-5) | 1 hour (24/7) | 15 minutes (24/7) |
| P1 | 1 business day (Mon-Fri, 9-5) | 4 hours (Mon-Fri, 9-5) | 1 hour (24/7) | 15 minutes (24/7) |
| P2 | 2 business days (Mon-Fri, 9-5) | 2 business days (Mon-Fri, 9-5) | 1 business day (Mon-Fri, 9-5) | 1 business day (Mon-Fri, 9-5) |
| P3 | 2 business days (Mon-Fri, 9-5) | 2 business days (Mon-Fri, 9-5) | 1 business day (Mon-Fri, 9-5) | 1 business day (Mon-Fri, 9-5) |
| Priority | 1 business day (Mon-Fri, 9-5) | 4 hours (Mon-Fri, 9-5) | 1 hour (24/7) | 15 minutes (24/7) |
| Normal | 2 business days (Mon-Fri, 9-5) | 2 business days (Mon-Fri, 9-5) | 1 business day (Mon-Fri, 9-5) | 1 business day (Mon-Fri, 9-5) |

## Support channels

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