Kustomer Support

  • Contact Kustomer Support

    This article details the various ways you can contact the Kustomer Support team. Our business hours are from 6 PM ET on Sunday until 9 PM ET on Friday.Who can access this feature?User typesAvailable to all usersPlan availability✔  Professional*✔  Business✔  Enterprise✔  UltimateIn this articleContacting the Kustomer Support teamGeneral response and resolution timesTips for working with SupportKustomer escalation pathContacting the Kustomer Support teamWe offer various methods for requesting assistance or reporting issues:Chat* with us using Helpwithin Kustomer (available for users that are Org Owners or Administrators in their Kustomer organization)Email support@kustomer.com*Note: Chat support is not available for the Professional license tier. If your subscription is within the Professional Tier, please direct your support inquiries to support@kustomer.com.Business ImpactWhen submitting a request, you can select a business impact to tell us how the reported issue affects you. This lets us prioritize the most urgent issues based on direct client feedback.24/7 On-Call Support is available for critical issues preventing your team from using Kustomer or problems that are causing a significant business disruption. Some examples of critical issues are:Complete downtime or system failureInability for a majority of users to access core features or functionalitySecurity breach or unauthorized access to sensitive dataSevere performance degradationYou can start a request for On-Call Support using the following method:Chat with us using Helpwithin Kustomer (if you have the Org Owner or Administrator Kustomer permission set assigned)Our email channel does not allow for Business Impact Selection and will always be treated with medium priority.General response and resolution timesDuring business hoursOutside business hoursLow Prioritywithin 4 hoursnext business dayMedium Prioritywithin 2 hoursnext business dayHigh Prioritywithin 1 hoursnext business dayCritical Prioritywithin 15 minuteswithin 15 minutesFirst response timesFor our first response, you can expect to have one of our Technical Support Engineers read through your query thoroughly and ask for additional information that will allow us to investigate the issue fully. We'll offer guidance and suggest any quick fixes to get you up and running ASAP.Average resolution timesGenerally, it takes under 4 business days, except if issues are escalated to Development.Many of the issues we receive can require more in-depth investigation and a deeper understanding of your specific configuration to resolve. The complexity of an issue impacts our average resolution time.We are continually working to improve our response and resolution times and provide a higher quality of service.Tips for working with SupportTell us how to work with youLet us know in your messages how you'd like us to communicate with you, and we'll do our best to accommodate your request. While we don't currently have a phone channel, we can schedule Zoom calls with clients and offer screen sharing to aid in our troubleshooting. If you're working with us via email and prefer a call, just ask us and we'll get one set up for you.Reporting multiple issuesGenerally, we prefer that separate issues be reported via separate conversations. This allows different team members to work on these issues simultaneously to resolve them sooner.If you find yourself working on a larger project or making a number of changes to your Kustomer instance all at once, let us know. We'll do our best to route these to the same Support Engineer to help address your concerns.Ad-hoc trainingWe are continuing to expand our training and help materials via Kustomer University. If you need additional training on parts of the platform, ask. We are happy to conduct ad-hoc training to help you better utilize the platform. We encourage each of our clients to access Kustomer University, as new content is added regularly.Kustomer escalation pathTo escalate issues and notify our CX Leadership and Senior Support team members, please use escalations@kustomer.com. If there is an immediate need to connect with our 24/7 on-call support team for assistance with a critical issue, please Chat with us using Help and select Critical as the business impact.
  • Generate a HAR file to troubleshoot support issues

    Occasionally when working with Kustomer Support to troubleshoot issues with your Kustomer instance, you may be asked to provide a HAR file for further investigation. This can be helpful for support to get information about how your web browser is interacting with Kustomer.At a high level, a HAR file is a JSON formatted archive file that gives information on how your web browser is interacting with your instance of Kustomer.This article will go over how to generate a HAR file for different web browsers. Navigate to the part of your Kustomer Instance where you are experiencing the issue, and then follow the steps below for your corresponding web browser.In this articleChromeFirefoxEdgeSafariChromeRight-click anywhere on the Kustomer web page and select Inspect.Go to the Network tab and select the Record button in the upper left corner. If it is gray, select it once to start recording.Reproduce the issue you're experiencing.Select the download button.Give the file a name and select Save.FirefoxRight-click anywhere on the Kustomer web page and select Inspect.Go to the Network tab and refresh the page.Reproduce the issue you're experiencing.Select the gear icon in the right-hand corner of the developer panel and select Save All As HAR. Give the file a name and select Save.EdgeRight-click anywhere on the Kustomer web page and select Inspect.Go to the Network tab. Clear the session history by selecting the three lines and the red "X".Reproduce the issue you're experiencing.Select the red square to stop recording and then Save.Give the file a name and select Save.SafariOpen Safari and select the Develop from the menu bar at the top of your browser. If you don't see Develop in the menu bar select Safari > Preferences > Advanced then check the box at the bottom to Show Develop menu in menu barSelect Show Web Inspector and go to the Network tab.Reproduce the issue you're experiencing.Select the Export icon. Give the file a name and select Save.
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