Kentico Launches 24/7 Support on July 1, 2011!
We are happy to announce that after several months of preparation, we start 24/7 global support on July 1, 2011! The 24/7 support is available for every client with a valid maintenance at no extra fee.
Since the very beginning, Kentico was focused on providing the best customer support. We realize that for a product like Kentico CMS, a quality support is part of the product and sometimes even more important than the product itself.
We heard many times from our clients that our support is one of the main reasons why they chose Kentico and why they keep using it for years. And we know from your feedback that our support is our competitive advantage over other CMS vendors.
As you may know, we have recentely started a new support center in Seattle, WA, to be closer to our clients and also to be able to provide 24/7 support. Now the new U.S. support team is ready and we've been running 24/7 support in a "beta" mode since June 1.
Since July 1, we start the official 24/7 support!
24/7 Support at No Extra Fee!
Since we take this as an investment into making our clients happy, we decided to provide 24/7 support at no extra fee to all clients with a valid maintenance.
Although there's no response time guarantee for our standard 24/7 support, we try to answer all questions within 24 hours. In the last year, we answered 95% of all incoming support questions within 24 hours and two thirds of all support questions were answered within the first 3 hours. These results are influenced by the fact that we weren't available in the night hours and on the weekends. With 24/7 support, we will be even faster.
Premium Support with Service Level Agreement
For clients who want to have a guaranteed response time backed by a Service Level Agreement, we will be offering a new Premium Support option that will come at extra cost. The details on the Premium Support options will be published in the near future.