Here are the available Support Plans for publishing your virtual assistants. Subscription to Support Plans is optional.
- All published virtual assistants get Basic Support by default.
- You can choose to subscribe to a paid Standard Support plan for comprehensive support from Kore.ai experts.
- You can reach out to us from there (https://kore.ai/contact-us/) for upgrading to Enterprise Support.
Support Plan Limits
The following are the Support Plans available for virtual assistants.
| Community Support | Standard Support | Enterprise Support | |
| SUPPORT CHANNELS | |||
| Kore.ai Academy
Learn the platform concepts at your own pace and get certified. |
Yes | Yes | Yes |
| Kore.ai Documentation
In-depth user guides, how-to articles, and API guides. |
Yes | Yes | Yes |
| Community Support
Ask questions, get tips, and find support from other users. |
Yes | Yes | Yes |
| Email
Get help from our Support Team via email. |
No | Yes | Yes |
| Video Conference
Collaborate with our Support Team over live video calls. |
No | Yes | Yes |
| SUPPORT TYPE | |||
| Incident Tickets
Get access to the support portal to report incidents and track resolutions. |
No | Yes | Yes |
| Guided Success
Engage with our specialists for a tailored success program. |
No | No | Yes |
| Support Availability
Get active support based on the support plans. |
No | 8×5 Availability (Local Time Zone) | 24×7 Availability |
| SERVICE LEVEL AGREEMENT ** | |||
| S1 Critical – Initial Response *
Response time for initial analysis of S1 Critical incidents. |
– | 24 Hrs | 30 Mins |
| S1 Critical – Resolution *
Resolution time for addressing S1 Critical incidents. |
– | 30 Days | 7 Days |
* Severity 1 (S1 Critical) incidents are the ones that render the Platform completely unusable or nearly unusable or introduce a high degree of operational risk.
** Please reach out to Kore.ai Support for complete information about the support offerings and SLAs.