> ## Documentation Index
> Fetch the complete documentation index at: https://tbd-6fc993ce-hypeship-scraperly-link.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Support

## Trial, Free, Hobbyist

Users on the Trial, Free, and Hobbyist plans get email support on a best-effort basis. Check out our [Discord](https://discord.gg/FBrveQRcud) to get support from our community.

## Start-up

Users on the Start-up plan get priority email support.

## Enterprise support tiers

Kernel offers tiered enterprise support with defined response times, dedicated channels, and account management. All enterprise tiers include everything in the base [Enterprise plan](/info/pricing).

### Standard

* Private Slack channel
* Availability: P0 Mon-Fri, 9-5
* Response time: P0-P1 1 business day, P2-P3 2 business days
* Monthly usage reviews

### Premium

Everything in Standard, plus:

* Response time: P0-P1 4 hours, P2-P3 2 business days
* Dedicated account manager
* Quarterly business reviews

### Platinum

Everything in Premium, plus:

* Availability: P0-P1 24/7, P2-P3 Mon-Fri, 9-5
* Response time: P0-P1 1 hour, P2-P3 1 business day
* Custom SLA agreements
* Priority incident escalation

### Platinum+

Everything in Platinum, plus:

* Response time: P0-P1 15 minutes, P2-P3 1 business day
* Custom compliance and security reviews

## Priority levels

| Priority | Description                       |
| -------- | --------------------------------- |
| P0       | Production blocked                |
| P1       | Production impacted               |
| P2       | Product bug impacting workflows   |
| P3       | Questions, feature requests, etc. |

## Response times

| Priority | Standard                       | Premium                        | Platinum                      | Platinum+                     |
| -------- | ------------------------------ | ------------------------------ | ----------------------------- | ----------------------------- |
| P0       | 1 business day (Mon-Fri, 9-5)  | 4 hours (Mon-Fri, 9-5)         | 1 hour (24/7)                 | 15 minutes (24/7)             |
| P1       | 1 business day (Mon-Fri, 9-5)  | 4 hours (Mon-Fri, 9-5)         | 1 hour (24/7)                 | 15 minutes (24/7)             |
| P2       | 2 business days (Mon-Fri, 9-5) | 2 business days (Mon-Fri, 9-5) | 1 business day (Mon-Fri, 9-5) | 1 business day (Mon-Fri, 9-5) |
| P3       | 2 business days (Mon-Fri, 9-5) | 2 business days (Mon-Fri, 9-5) | 1 business day (Mon-Fri, 9-5) | 1 business day (Mon-Fri, 9-5) |

## Support channels

All enterprise tiers include a Private Slack channel for direct communication with the Kernel team.

To discuss enterprise plans, book a demo [here](https://calendly.com/d/cs5d-5vx-qp3).