Effective as of July 1, the 24/7 support is available to all Kentico clients with a valid maintenance contract at no extra fee. Response time guarantee and other premium options will be available as an optional add-on with the Service Level Agreement.
“With more than 6,000 websites across 84 countries running on Kentico CMS, we need to be available for customers at any time. Moving to 24/7 customer service is the next logical step in our continuous commitment to provide industry leading enterprise-class customer service,” said Petr Palas, CEO at Kentico Software.
The support comes after what's already considered to be a fairly good customer service record. Juraj Ondrus, the company's Customer Care Manager claims that during the last year his team answered 95% of all incoming support requests within 24 hours. "What we are very proud of is that two thirds of all incoming support requests were answered within the first 3 hours. With 24/7 support, we will be even faster."
Further, the company has also announced the opening of a new office in Seattle to better accommodate the worldwide time zones. "This new office will be staffed by our Kentico Support Engineers and Consultants. Regardless of whether a Kentico CMS customer or partner is working with our new U.S. support staff or the European headquarters, they are guaranteed to receive their support from a trained Kentico Engineer in a timely manner.” says Eric Webb, President of US Sales and Operations.
Check out other news about the company here, including Ars Logica's compass guide and the welcoming of Kentico to the Windows Azure family.