# Source: https://docs.kaisar.io/kaisar-network/kaisar-ai-ops/troubleshooting/troubleshooting/support.md

# Support

Get help with Kaisar AI Ops.

## Support Channels

### Self-Service Resources

**Documentation**:

* [User Guide](https://github.com/Kaisar-Network/docs/blob/kaisar-ai-ops/kaisar-ai-ops/user-guide/README.md) - Feature documentation
* [Admin Guide](https://github.com/Kaisar-Network/docs/blob/kaisar-ai-ops/kaisar-ai-ops/admin-guide/README.md) - Administration
* [API Reference](https://github.com/Kaisar-Network/docs/blob/kaisar-ai-ops/kaisar-ai-ops/api-reference/README.md) - API documentation
* [FAQ](https://docs.kaisar.io/kaisar-network/kaisar-ai-ops/troubleshooting/troubleshooting/faq) - Common questions
* [Troubleshooting](https://docs.kaisar.io/kaisar-network/kaisar-ai-ops/troubleshooting/troubleshooting) - Issue resolution

**Community**:

* GitHub Discussions: [github.com/kaisar-ai-ops/discussions](https://github.com/kaisar-ai-ops/discussions)
* Stack Overflow: Tag questions with `kaisar-ai-ops`
* Community Forum: [community.kaisar.io](https://community.kaisar.io)

### Direct Support

**Support Portal**:

* URL: [support.kaisar.io](https://support.kaisar.io)
* Submit tickets for technical issues
* Track ticket status
* View support history

**Email Support**:

* Email: <support@kaisar.io>
* Response time: 24-48 hours (business days)
* Include: Issue description, steps to reproduce, error messages

**Slack Support** (Enterprise customers):

* Channel: #kaisar-support
* Response time: 4-8 hours (business hours)
* For urgent issues

**Phone Support** (Enterprise customers):

* Available 24/7 for critical issues
* Contact your account manager for phone number

## Support Tiers

### Community Support

* Access to documentation
* Community forums
* GitHub Discussions
* Stack Overflow

### Standard Support

* Email support (24-48 hour response)
* Support portal access
* Bug fixes and patches
* Documentation updates

### Premium Support

* Priority email support (4-8 hour response)
* Slack support channel
* Phone support for critical issues
* Dedicated support engineer
* Quarterly business reviews

### Enterprise Support

* 24/7 phone support
* 1-hour response for critical issues
* Dedicated account manager
* Custom SLAs
* On-site support (if needed)
* Training and onboarding

## Submitting a Support Ticket

### Before Submitting

1. Check [FAQ](https://docs.kaisar.io/kaisar-network/kaisar-ai-ops/troubleshooting/troubleshooting/faq) for common questions
2. Review [Troubleshooting](https://docs.kaisar.io/kaisar-network/kaisar-ai-ops/troubleshooting/troubleshooting) guide
3. Search [Known Issues](https://docs.kaisar.io/kaisar-network/kaisar-ai-ops/troubleshooting/troubleshooting/known-issues)
4. Try basic troubleshooting steps

### Required Information

Include in your ticket:

* **Summary**: Brief description of the issue
* **Description**: Detailed explanation
* **Steps to Reproduce**: How to recreate the issue
* **Expected Behavior**: What should happen
* **Actual Behavior**: What actually happens
* **Error Messages**: Full error text
* **Screenshots**: Visual evidence
* **Environment**: Browser, OS, version
* **Impact**: How it affects your work

### Priority Levels

**Critical (P1)**:

* Production system down
* Data loss or corruption
* Security vulnerability
* Response: 1 hour (Enterprise), 4 hours (Premium)

**High (P2)**:

* Major feature not working
* Significant performance degradation
* Workaround available
* Response: 4 hours (Enterprise), 8 hours (Premium), 24 hours (Standard)

**Medium (P3)**:

* Minor feature issue
* Workaround available
* Non-critical bug
* Response: 24 hours (Enterprise/Premium), 48 hours (Standard)

**Low (P4)**:

* Feature request
* Documentation issue
* Cosmetic bug
* Response: 48 hours (Enterprise/Premium), 5 business days (Standard)

## Support Ticket Template

```
Subject: [Component] Brief description

Priority: [Critical/High/Medium/Low]

Environment:
- Browser: Chrome 120
- OS: macOS 14.0
- Kaisar AI Ops Version: 1.3.0

Issue Description:
[Detailed description of the issue]

Steps to Reproduce:
1. Navigate to...
2. Click on...
3. Observe...

Expected Behavior:
[What should happen]

Actual Behavior:
[What actually happens]

Error Messages:
[Copy/paste any error messages]

Screenshots:
[Attach screenshots]

Impact:
[How this affects your work]

Additional Context:
[Any other relevant information]
```

## Emergency Support

For critical production issues (Enterprise customers only):

1. **Call emergency hotline**: \[Contact your account manager]
2. **Describe the issue**: Be clear and concise
3. **Follow instructions**: Support engineer will guide you
4. **Stay available**: Be ready for follow-up questions

## Feature Requests

### Submitting Feature Requests

1. Check if feature already requested
2. Submit via support portal or GitHub Discussions
3. Include:
   * Use case and business value
   * Proposed solution
   * Alternative solutions considered
   * Impact on your workflow

### Feature Request Process

1. **Submitted**: Feature request received
2. **Under Review**: Product team evaluates
3. **Planned**: Added to roadmap
4. **In Development**: Being built
5. **Released**: Available in platform

## Training & Onboarding

### Self-Paced Learning

* Documentation and guides
* Video tutorials (coming soon)
* Sample projects and notebooks

### Instructor-Led Training

* Live webinars (monthly)
* Custom training sessions (Enterprise)
* On-site training (Enterprise)

### Certification Program

* Kaisar AI Ops Certified User
* Kaisar AI Ops Certified Administrator
* Contact <training@kaisar.io>

## Feedback

We value your feedback:

* **Product Feedback**: <feedback@kaisar.io>
* **Documentation**: <docs@kaisar.io>
* **General**: <info@kaisar.io>

## Service Status

Check system status:

* Status Page: [status.kaisar.io](https://status.kaisar.io)
* Subscribe to status updates
* View incident history
* Planned maintenance schedule

## Contact Information

**General Inquiries**:

* Email: <info@kaisar.io>
* Website: [kaisar.io](https://kaisar.io)

**Sales**:

* Email: <sales@kaisar.io>
* Phone: Contact via website

**Partnerships**:

* Email: <partners@kaisar.io>

**Security**:

* Email: <security@kaisar.io>
* PGP Key: Available on website

## Next Steps

* Submit a ticket via [Support Portal](https://support.kaisar.io)
* Join [Community Forum](https://community.kaisar.io)
* Review [FAQ](https://docs.kaisar.io/kaisar-network/kaisar-ai-ops/troubleshooting/troubleshooting/faq) for quick answers