Technical Support
Open a Support Request
For customers with an active support contract — use our online portal to submit and track your support tickets. Our engineering team will respond based on your SLA priority level.
Don't have an active support contract?
Contact us to discuss your requirements — our team will help you choose the right support plan tailored to your infrastructure, budget, and operational needs.
Support Schedule
The following support channels are available for customers with an active support contract. Response times depend on your contracted SLA plan.
| Channel | Business Hours Mon–Fri 09:00–17:00 | After Hours, Weekends & Holidays Mon–Fri 17:00–09:00, weekends, holidays |
|---|---|---|
| Support Portal | 24/7 | 24/7 |
| Support Line (MK) (+389) 2 3090 245 | Available | — |
| Support Line (EN) (+389) 2 3090 246 | Available | — |
| Email support@kernel.mk | Available | Available |
| Assigned System Engineer | Available | Select Support Plans |
| Account Manager | Available | — |
What to Include in Your Request
Severity Levels
Check your support contract for response time details.
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.
Operation of an existing IT infrastructure is severely degraded, or significant aspects of your business operation are negatively affected. Kernel will commit full-time resources to resolve the situation.
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.
Routine maintenance activities and changes that don’t impact IT infrastructure or cause downtime for any critical system.
You require information or assistance from Kernel regarding product capabilities, installation, or configuration.