Kernel IT Technical Support

Open a technical support request
Kernel Support for customers with active service contracts
Between 09:00 - 17:00 Monday to Friday, except official holidays:
  1. Use Kernel Online Customer Support Portal - Log in
  2. Call Kernel Group - Skopje Office - Support Line: (+389) 2 3090 245
  3. Call Kernel Group - Bucharest Office - Support Line: (+40) 0 312 285 574
  4. Notify Kernel Support by sending an email at: support@kernel.mk
Between 17:00 - 09:00 Monday to Friday, weekends and official holidays:
  1. Use Kernel Online Customer Support Portal - Log in
  2. Call your assigned system engineer or account manager
Kernel Support for customers without active service contracts
Between 09:00 - 17:00 Monday to Friday, except official holidays:
  1. Notify us by sending an email at: office@kernel-group.com
  2. A representative of Kernel Group will contact you shortly in order to assess the best way to support you.
Required information in order to open a Kernel Support Case:
  1. A brief description of the problem
  2. Equipment involved
  3. Location where support is requested
  4. Severity of the problem (use the specified levels)
  5. Contact details and a phone number where the system engineer can call back
Severity levels used by the Kernel Case Management System (check your support contract for details):
  1. Severity 1 (S1): Your IT infrastructure is "down" or there is a critical impact on your business operations. Kernel will commit all necessary resources around the clock to resolve the situation.
  2. Severity 2 (S2): Operation of an existing IT infrastructure is severely degraded, or significant aspects of your business operation are negatively affected by inadequate performance. Kernel will commit full-time resources to resolve the situation.
  3. Severity 3 (S3): Operational performance of your IT Infrastructure is impaired while most business operations remain functional. Kernel will commit resources during normal business hours to restore service to optimum levels.
  4. Severity 4 (S4): Routine maintenance activities and changes that don't impact IT infrastructure or cause downtime for any critical system.
  5. Severity 5 (S5): You require information or assistance from Kernel regarding product capabilities, installation, or configuration.