Kernel Support |
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| Kernel Support for customers with active service contracts |
| Between 09:00 - 18:00 Monday to Friday, except official holidays: |
| KERNEL ROMANIA |
- Use Kernel Online Case Management Tool
- Call Kernel Romania Support Line: (+40) 21 202 4050
- Fax Kernel Romania Support: (+40) 21 260 3050
- Notify Kernel Support by sending an email at: support@kernel-control.ro
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| KERNEL MAKEDONIJA |
- Use Kernel Online Case Management Tool
- Call Kernel Makedonija Support Line: (+389) 2 3090 245
- Fax Kernel Makedonija Support: (+389) 2 3090 246
- Notify Kernel Support by sending an email at: support@kernel-control.ro
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| Between 18:00 - 09:00 Monday to Friday, weekends and official holidays: |
| KERNEL ROMANIA |
- Call your assigned system engineer or account manager
- Use Kernel Online Case Management Tool
|
| KERNEL MAKEDONIJA |
- Call your assigned system engineer or account manager
- Use Kernel Online Case Management Tool
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|
| Kernel Support for customers without active service contracts |
| Between 09:00 - 18:00 Monday to Friday, except official holidays: |
| KERNEL ROMANIA & KERNEL MAKEDONIJA |
- Notify Kernel Support by sending an email at: support@kernel-control.ro
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| A representative of Kernel will contact you shortly in order to assess the best way to support you. |
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| Required information in order to open a Kernel Support Case: |
- Brief description of the problems
- Equipment involved
- Location were the support is requested
- Severity of the problem (use the levels specified)
- Contact details and a phone number where the system engineer can call back
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Severity levels used by the Kernel Case Management System (check your support contract for details):
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- Severity 1 (S1)—Your network is "down" or there is a critical impact to your business operations. Kernel will commit all necessary resources around the clock to resolve the situation.
- Severity 2 (S2)—Operation of an existing network 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.
- Severity 3 (S3)—Operational performance of your network is impaired while most business operations remain functional. Kernel will commit resources during normal business hours to restore service to optimum levels.
- Severity 4 (S4)—You require information or assistance from Kernel regarding product capabilities, installation, or configuration.
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