We are dedicated to helping you build, scale, and optimize your warehouse-native Customer Data Platform (CDP). Whether you are running Krenalis self-hosted in your own infrastructure or utilizing our managed cloud environment, we provide support pathways tailored to your operational needs.

1. Community Support (Self-Hosted)

For developers and organizations deploying the Krenalis Community Edition, support is community-driven, public, and asynchronous.

• GitHub Issues: Please use our official GitHub repository to report reproducible bugs, submit feature requests, or contribute to connectors and SDKs.
• GitHub Discussions: Join our public chat to discuss deployment architectures, share custom SQL transformations, and troubleshoot setups with other Krenalis users.

Please Note: Community support is provided on a best-effort basis by the maintainers and the community. It does not include private ticketing, direct engineering access, or guaranteed response times (SLAs).

2. Commercial Support (Managed Cloud & Enterprise)

Customers with an active subscription to Krenalis Managed Cloud or an Enterprise Self-Hosted License receive dedicated, private technical support from our core engineering team.

Support Channels

• Email Support: Registered accounts can open official tickets by emailing support@krenalis.com.
• Dedicated Slack Channel: Available for Enterprise tiers, providing a direct real-time communication line with Krenalis engineers.

Ticket Severity Levels & Target Response Times (SLA)

To ensure business continuity, incoming commercial tickets are prioritized based on the operational impact of the issue:

Severity Level	Definition	Target Response Time
P1 - Urgent	Critical Block: The Krenalis Cloud dashboard is entirely inaccessible, or critical orchestration pipelines are failing globally with no workaround.	Within 4 Business Hours (Extended to 24/7 strictly for Enterprise)
P2 - High	Core Impairment: A major feature or connector is malfunctioning, impacting production workflows, but a temporary workaround exists.	Within 24 Business Hours
P3 - Normal	General Assistance: Minor UI bugs, configuration questions, optimization advice, or documentation clarifications.	Within 48 Business Hours

Standard Support Hours

Our technical support team operates from 9:00 AM to 6:00 PM (CET/CEST), Monday through Friday, excluding official public holidays.
Note: P1 Urgent response is extended to 24/7/365 exclusively for customers on our Enterprise Tier.

3. What is Covered by Commercial Support

Our engineering team is fully equipped to assist commercial customers with:

• Troubleshooting the Krenalis Cloud dashboard, orchestration engine, and API layers.
• Debugging official Krenalis warehouse connectors (e.g., Snowflake).
• Platform updates, maintenance, and patches for Krenalis Managed Cloud infrastructure.
• Security configurations, including setting up encrypted credentials and network tunnels to your warehouse.

Out of Scope

Commercial Support does not cover the following activities:

• Writing or debugging custom internal SQL queries or complex data modeling inside your warehouse.
• Managing or paying for compute/storage costs charged by your cloud warehouse provider.
• Troubleshooting third-party applications or APIs outside the Krenalis ecosystem.

Need Dedicated Support for your Self-Hosted Instance?

If your organization requires the absolute data control of a self-hosted instance but needs the peace of mind of guaranteed engineering response times, private ticketing, and custom SLAs, we offer Production Support Packages for Self-Hosted Deployments.

To learn more about our commercial support pricing or to upgrade your current plan, please get in touch with our team at sales@krenalis.com.