Professional Services & Tech Support
Keeping your IT infrastructure running at peak performance requires more than reactive fixes — it demands a support partner with deep multi-vendor expertise and a proven track record. Kernel Group provides professional technical support backed by two decades of hands-on experience across enterprise networking, cybersecurity, virtualization, and cloud platforms.
As a Fortinet Engage Preferred Services Partner (EPSP), we deliver certified support across the Fortinet Security Fabric and beyond — with flexible plans from essential coverage to 24/7 premium support, tailored to your operational requirements and budget.
Support Plans
| SLA Parameter | 8x5 Essential | 8x5 Standard | 8x5 Enhanced | 24x7 Premium |
|---|---|---|---|---|
| Service Schedule Service working hours and availability window | M–F 9:00–17:00 excl. legal holidays | M–F 9:00–17:00 excl. legal holidays | M–F 9:00–17:00 excl. legal holidays | 24 hours incl. legal holidays |
| Response Time (During Schedule) Response time to a new ticket — from Open to In Progress status, during the service schedule | 8 hours | 4 hours | 2 hours | 30 min |
| Response Time (Outside Schedule) Response time to a new ticket — from Open to In Progress status, outside the service schedule | NBD — 1h from schedule start | NBD — 1h from schedule start | NBD — 1h from schedule start | 24x7 |
| Customer Follow-Up Response Response time to a customer follow-up or update on an existing ticket | 8 hours | 4 hours | 2 hours | 1 hour |
| Auto-Close Delay Maximum delay before closing the ticket if no customer reply is received | 7 calendar days | 7 calendar days | 7 calendar days | 7 calendar days |
| Performance Evaluation Customer ticket performance evaluation of the Kernel engineer in charge of the ticket | All tickets | All tickets | All tickets | All tickets |
| Max Target Remediation Maximum target remediation time — excludes scheduled activities, spare parts, vendor support, or any external factors | 5 work days | 3 work days | 2 work days | 2 work days |
| Priority Default priority level assigned to tickets | Best effort | Regular | Elevated | Highest |
| Priority Escalation Customer can request to escalate a ticket to a higher priority level — limited to a contractually defined number to prevent abuse | Not available | Not available | Available | Available |
| Overtime Outside Schedule Support outside of the service schedule on request | Contractual, charged extra | Contractual, charged extra | Contractual, charged extra | Unlimited |
Need a custom plan? Based on your project requirements and specific demands, Kernel Group can provide tailored support packages.
Contact SalesWhat's Included
Defined SLAs & Escalation
Clear service level agreements with structured escalation paths for complex or critical issues.
Online Customer Support Portal
Submit and track cases in real time, receive automatic status notifications, and open tickets 24/7 from anywhere.
Certified Multi-Vendor Engineers
Highly experienced and certified engineers across Fortinet, Cisco, Palo Alto, Check Point, Dell, HPE, Juniper, Extreme Networks, CrowdStrike, Veeam, NetApp, IBM, and more.
Remote & On-Site Support
Flexible delivery — remote diagnostics and troubleshooting, with on-site intervention when needed.
Spare Parts Management
Inventory of critical spare parts for rapid hardware replacement and minimal downtime.
Proactive Monitoring & Reporting
Continuous system health monitoring with periodic reports, recommendations, and improvement insights.
Warranty Extension & License Renewal
Extend manufacturer warranties, renew software licenses, and ensure access to the latest firmware, signatures, and updates.
Predictable Costs & Flexibility
Fixed support costs with plans that scale to your needs — freeing your team to focus on strategic initiatives.