Netkiller Support Plans (SLA)

The Netkiller Technical Support Team's business hours are from 9am to 5pm EST, Monday-Friday, excluding public holidays.

In case of an emergency issue, please send an email to  support@netkiller.com with the word “URGENT” added to the subject line. For issues determined to be emergency failures, the Netkiller Global Support Team provides technical support 24 hours a day, 365 days a year.


Critical / Netkiller products

Critical / Partner products


Bug / Netkiller products

Bug / Partner products


Simple requests or Training / Netkiller products

Simple requests or Training / Partner products

Premium

Provide same-day technical support service; transfer to global team on holidays and at night

Report critical failure to service provider (company) and share progress status to the customer


* Google Workspace(GWS) technical support is provided for SLA service only.

* For Google Workspace users, you can directly contact Google Support 24 hours a day.


Provide technical support service within 1 business day

Report bug to service provider (company) and share progress status to the customer


* Google Workspace(GWS) technical support is provided for SLA service only.

* For Google Workspace users, you can directly contact Google Support 24 hours a day.


Provide technical support service within 2 business days


provide services on focusing reliable contents of service providers


* Google Workspace(GWS) technical support is provided for SLA service only.

* For Google Workspace users, you can directly contact Google Support 24 hours a day.

Standard

Provide same-day technical support service; transfer to global team on holidays and at night

Report critical failure to service provider (company) and share progress status to the customer


* Google Workspace(GWS) technical support is provided for SLA service only.

* For Google Workspace users, you can directly contact Google Support 24 hours a day.


Provide technical support service within 2 business days

Report bug to service provider (company) and share progress status to the customer


* Google Workspace(GWS) technical support is provided for SLA service only.

* For Google Workspace users, you can directly contact Google Support 24 hours a day.


Provide technical support service within 3 business days


provide services on focusing reliable contents of service providers


* Google Workspace(GWS) technical support is provided for SLA service only.

* For Google Workspace users, you can directly contact Google Support 24 hours a day.