Support
At Kentico, your success is our success. You can be certain of getting the expert support you need, whatever time of day it is. Evaluators also get 10 free support tickets for their trial period.
Got a question?
Submit a support ticket, and we'll get back to you within one business day.
Resources
Support FAQs
| Typical questions for support: | Typical questions for consulting: |
|---|---|
| How can I use XYZ web part? | How should I organize my content in the CMS? |
| How do I edit a page template layout? | Can you help me optimize the performance of my site? |
| How do I create a new document using API? | How can I customize the shipping price calculation using XYZ service? |
| Your API method doesn't return what it should. Is it a bug? | How can I integrate our booking system/CRM into the site? |
| I am getting an error when saving XYZ object in Kentico. | My custom code is not doing what I expect. How can I make it work? |
| Why isn't my Content Staging working? | How can I customize what happens when I save XYZ object in Kentico? |
| What are the hardware requirements to run Kentico? | What should a disaster recovery plan look like for a Kentico site? How can we improve up-time? |
Since 2009, Kentico has had a 7-day bug-fixing policy that stipulates for each bug we find, we'll fix said bug found in the latest published version of Kentico within seven business days, and then we'll plant a tree for it.
For the purpose of this policy, a bug is any defect that does not allow you to use an existing feature as described in the documentation, and there is no suitable workaround. A missing feature or setting is not considered a bug. A minor graphic design issue or issue that can be easily solved using an alternative approach are not considered bugs.
Examples:
- A page cannot be saved correctly - Yes, this is a bug, which will be fixed in a hotfix.
- A page cannot be saved correctly when using Kentico API, but using a different method accomplishes the task - No, this is not a bug.
- The new page icon is not displayed correctly in Firefox - No, this is not a bug.
You can email our support engineers 24/7, attaching all necessary supporting materials, such as screen shots, code files, etc. We'll come back to you within one business day.
Email: support@kentico.com or, you can submit your ticket through an online form.
If you have Premium support, use the 24/7 live chat available in the Client Portal.
Should you have any questions about pricing and licensing or need help with license keys, please contact our Sales department directly.
24/7 support
Our standard technical support offers unlimited 24/7 email support to all clients with a valid maintenance contract. Even faster 24/7 live chat support is available to Premium support subscribers. Because all our support engineers work in-house, you can be sure you are speaking to someone with first-hand development knowledge of the product.
Product support lifecycle.
To learn more about the product lifecycle policy, please visit the dedicated page.
7-day bug-fix policy
Should you ever find a bug in the latest published version of Kentico, we'll fix it within seven business days and plant a tree in your name to help the reforestation of our planet.
Premium support
Premium support, as defined by a service-level agreement (SLA), is for clients running mission-critical websites needing guaranteed response times. It includes 24/7 unlimited online chat and email questions. A premium support contract is valid for one year.
You can email our support engineers 24/7, attaching all necessary screen shots, code files, etc. We'll come back to you within one business day.
Should you have any questions about pricing and licensing or need help with license keys, please contact our Sales department directly.