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. Our Product Support and Field teams treat your issues as our issues. We provide timely, helpful responses to your concerns. And our Customer Success team shows you how network observability from Kentik 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. Customers can either open a support ticket via the Kentik portal (recommended) or send us an email. Tickets are generally worked in an order based on two factors: priority (severity) and the order in which they are received.
When submitting a ticket, please provide as much information as possible so that we can respond quickly and in the most impactful way. Also, please open a separate support request for each concern so that we can address each item appropriately and avoid delays.
Kentik provides two support channels to get you the help you need.
We will respond Monday-Friday from 3am to 8pm EST.
Open a support ticket via Kentik Portal (recommended). Click on Help & Support on the top right of the Nav Bar and fill out the Support Request Form.
Or send an email to support@kentik.com.
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 such as complete loss of service or degraded service and need to reach someone immediately).
Emergency 24/7 coverage will be extended for US National Holidays. Any holidays that fall on a Saturday or Sunday will be observed in lieu on the nearest weekday.
Kentik Observed US Holidays | Day / Date |
New Year’s Day | January 1 |
Martin Luther King Jr Day | 3rd Monday in January |
Presidents’ Day | 3rd Monday in February |
Memorial Day | Last Monday in May |
Juneteenth | June 19 |
Independence Day | July 4 |
Labor Day | 1st Monday in September |
Indigenous Peoples' Day | 2nd Monday in October |
Veteran’s Day | November 11 |
Thanksgiving | 4th Thursday in November |
Day After Thanksgiving | Friday immediately after Thanksgiving day |
Christmas Day | December 25 |
“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.”
“We wouldn’t be where we are without our customers. Which is why we’re dedicated to supporting you every step of the way. No matter what you need, we’re here to help. Because every success stands on a foundation of support.”
You can check the status of the Kentik service at any time via our status pages.