At Kentik, success means customer satisfaction. You’re invested in our product, and we’re here to help you get the maximum possible benefit. So we thrive on enabling you to optimize and protect your network. Responsible for all aspects of ongoing customer relations, our Customer Success team treats your issues as our issues. We provide timely, helpful response to your concerns. And we advise how network intelligence from Kentik Detect® can help you continuously improve network performance and ROI. Our goal is to be a trusted partner in your success.
Kentik offers email-based support for all customers. Cases are generally worked in an order based on two factors: severity and the order in which they are received.
When opening a case, please provide as much information as possible so that we can respond quickly and in the most impactful way. Also, please send a separate email for each concern so that we can address each item appropriately and avoid delays.
“Customer experience is essential to who we are as a company and how we can help each other succeed. We look forward to achieving great things together.”
Kentik provides two support channels to get you the help you need.
Standard support: We will respond Monday through Friday from 8 AM to 8 PM EST.
Emergency/critical support: We will work with you 24/7 to determine the severity and impact of your concern (please use this service only when you experience an emergency and need to reach someone immediately).