Customer Care

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.

How we work

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.

How to reach us

Visit the Knowledge Base

Kentik provides two support channels to get you the help you need.

Standard Global Support

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.

Emergency 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 such as complete loss of service or degraded service and need to reach someone immediately).

  • Email: escalations@kentik.com
  • Phone (US): 844.356.3278, extension 6
  • Phone (international): +1 415.963.9825, extension 6

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 HolidaysDay / Date
New Year’s DayJanuary 1
Martin Luther King Jr Day3rd Monday in January
Presidents’ Day3rd Monday in February
Memorial DayLast Monday in May
JuneteenthJune 19
Independence DayJuly 4
Labor Day1st Monday in September
Indigenous Peoples' Day2nd Monday in October
Veteran’s DayNovember 11
Thanksgiving4th Thursday in November
Day After ThanksgivingFriday immediately after Thanksgiving day
Christmas DayDecember 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.”

Matt Cavanaugh, VP, Global Customer Success
Image of Matt Cavanaugh, VP, Global Customer Success

“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.”

Silvia Geboiu Buckley, Manager, Product Support Engineering
Image of Silvia Geboiu Buckley, Manager, Product Support Engineering

Kentik status

You can check the status of the Kentik service at any time via our status pages.

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