> ## Documentation Index
> Fetch the complete documentation index at: https://tbd-6fc993ce-hypeship-docs-website-deploy-hook.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: Priority Mon-Fri, 9-5
* Response time: Priority 1 business day, Normal 2 business days
* Monthly usage reviews

### Premium

Everything in Standard, plus:

* Response time: Priority 4 hours, Normal 2 business days
* Dedicated account manager
* Quarterly business reviews

### Platinum

Everything in Premium, plus:

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

### Platinum+

Everything in Platinum, plus:

* Response time: Priority 15 minutes, Normal 1 business day
* Custom compliance and security reviews

## Priority levels

| Level    | Description                                     |
| -------- | ----------------------------------------------- |
| Priority | Production blocked or impacted                  |
| Normal   | Product bugs, questions, feature requests, etc. |

## Response times

| Level    | Standard                       | Premium                        | Platinum                      | Platinum+                     |
| -------- | ------------------------------ | ------------------------------ | ----------------------------- | ----------------------------- |
| Priority | 1 business day (Mon-Fri, 9-5)  | 4 hours (Mon-Fri, 9-5)         | 1 hour (24/7)                 | 15 minutes (24/7)             |
| Normal   | 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/d3tn-5kp-5yt).