24/7 support
Our standard technical support offers unlimited 24/7 phone and email support to all clients with a valid maintenance contract. 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.
LEARN MOREYou 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.
Get in touch with us.
Email: support@kentico.com
+1-866-328-8998 (US)
+61-1800-764-561 (Australia)
+420-511-180-800 (International)
Should you have any questions about pricing and licensing or need help with license keys, please contact our Sales department directly.
Got a question?
Submit a support ticket, and we'll get back to you within one business day.
7-day bug-fix policy
Should you ever find a bug in the latest published version of Xperience, we'll fix it within seven business days and plant a tree in your name to help the reforestation of our planet.
TREES FOR BUGS
Premium support
Premium support, as defined by a service-level agreement (SLA), is for clients running mission-critical websites needing guaranteed response times. A premium support contract is valid for one year.
GET PREMIUM SUPPORT
| 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
+1-866-328-8998 (U.S.)
+61-1800-764-561 (Australia)
+420-511-180-800 (International)
Should you have any questions about pricing and licensing or need help with license keys, please contact our Sales department directly.