General Page
Support Processes
Product List
Kubecost Cloud
Self Hosted
Contact Information
https://support.kubecost.com
Slack channel:
- #support - for internal and external users to create tickets
- The Slack channel is listed at the bottom of the Kubecost UI after logging in.
All customers are currently offered the same level of support.
Hours of Operation
Monday - Friday 8:00 am through 7:00 pm Pacific, with the exclusion of US Federal Holidays.
Priority Levels
|
Priority Level |
Description |
|
0 (Critical) |
Full or partial system outage. The release must not ship until the ticket is resolved. Data integrity issues have resulted. |
|
1 (Major) |
Significant impact on platform functionality, preventing customers from performing day-to-day operations. |
|
2 (Minor) |
Enhancement request or question regarding product configuration/installation. |
Ticket Workflow
- Tickets can be created either through the portal, email or through Slack.
- You can update your ticket by logging into the portal or by responding to the ticket thread in your original Slack message.
SLA
2 Hours for a 1st response.
Escalation Process
- For new urgent support issues, email support@kubecost.com with CRITICAL in the subject line.
- For existing support issues, customers can add a message to the existing ticket to request an escalation.
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Document Information
Modified date:
21 March 2025
UID
ibm17173827