Support

Get help with Kaisar AI Ops.

Support Channels

Self-Service Resources

Documentation:

Community:

Direct Support

Support Portal:

  • URL: support.kaisar.io

  • Submit tickets for technical issues

  • Track ticket status

  • View support history

Email Support:

  • Email: [email protected]

  • Response time: 24-48 hours (business days)

  • Include: Issue description, steps to reproduce, error messages

Slack Support (Enterprise customers):

  • Channel: #kaisar-support

  • Response time: 4-8 hours (business hours)

  • For urgent issues

Phone Support (Enterprise customers):

  • Available 24/7 for critical issues

  • Contact your account manager for phone number

Support Tiers

Community Support

  • Access to documentation

  • Community forums

  • GitHub Discussions

  • Stack Overflow

Standard Support

  • Email support (24-48 hour response)

  • Support portal access

  • Bug fixes and patches

  • Documentation updates

Premium Support

  • Priority email support (4-8 hour response)

  • Slack support channel

  • Phone support for critical issues

  • Dedicated support engineer

  • Quarterly business reviews

Enterprise Support

  • 24/7 phone support

  • 1-hour response for critical issues

  • Dedicated account manager

  • Custom SLAs

  • On-site support (if needed)

  • Training and onboarding

Submitting a Support Ticket

Before Submitting

  1. Check FAQ for common questions

  2. Review Troubleshooting guide

  3. Search Known Issues

  4. Try basic troubleshooting steps

Required Information

Include in your ticket:

  • Summary: Brief description of the issue

  • Description: Detailed explanation

  • Steps to Reproduce: How to recreate the issue

  • Expected Behavior: What should happen

  • Actual Behavior: What actually happens

  • Error Messages: Full error text

  • Screenshots: Visual evidence

  • Environment: Browser, OS, version

  • Impact: How it affects your work

Priority Levels

Critical (P1):

  • Production system down

  • Data loss or corruption

  • Security vulnerability

  • Response: 1 hour (Enterprise), 4 hours (Premium)

High (P2):

  • Major feature not working

  • Significant performance degradation

  • Workaround available

  • Response: 4 hours (Enterprise), 8 hours (Premium), 24 hours (Standard)

Medium (P3):

  • Minor feature issue

  • Workaround available

  • Non-critical bug

  • Response: 24 hours (Enterprise/Premium), 48 hours (Standard)

Low (P4):

  • Feature request

  • Documentation issue

  • Cosmetic bug

  • Response: 48 hours (Enterprise/Premium), 5 business days (Standard)

Support Ticket Template

Emergency Support

For critical production issues (Enterprise customers only):

  1. Call emergency hotline: [Contact your account manager]

  2. Describe the issue: Be clear and concise

  3. Follow instructions: Support engineer will guide you

  4. Stay available: Be ready for follow-up questions

Feature Requests

Submitting Feature Requests

  1. Check if feature already requested

  2. Submit via support portal or GitHub Discussions

  3. Include:

    • Use case and business value

    • Proposed solution

    • Alternative solutions considered

    • Impact on your workflow

Feature Request Process

  1. Submitted: Feature request received

  2. Under Review: Product team evaluates

  3. Planned: Added to roadmap

  4. In Development: Being built

  5. Released: Available in platform

Training & Onboarding

Self-Paced Learning

  • Documentation and guides

  • Video tutorials (coming soon)

  • Sample projects and notebooks

Instructor-Led Training

  • Live webinars (monthly)

  • Custom training sessions (Enterprise)

  • On-site training (Enterprise)

Certification Program

  • Kaisar AI Ops Certified User

  • Kaisar AI Ops Certified Administrator

  • Contact [email protected]

Feedback

We value your feedback:

Service Status

Check system status:

  • Status Page: status.kaisar.io

  • Subscribe to status updates

  • View incident history

  • Planned maintenance schedule

Contact Information

General Inquiries:

Sales:

Partnerships:

Security:

Next Steps

PreviousKnown Issues

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