Support

At Kaazing, customer success and satisfaction are in our DNA. We understand that to continually earn your trust and business, we must deliver exceptional customer support each and every day. Kaazing customer support is dedicated to providing you with a superior ownership experience, pushing the boundaries of web application development and deployment. We partner with you to optimize system availability and performance, and reduce the total cost of ownership in operating and maintaining your solution.

Talk to Experienced Experts

The Kaazing Gateway is built and supported by application server professionals who are dedicated to enabling distribution of real-time information over the Web. At Kaazing, we are aware of the rapid evolution of information technology, and are focused on industry standards and innovation to help you extend the value of your technology investment in delivering real-time Web solutions.

Best in Class Systems

  • Chat: On the bottom of this page you’ll notice a Chat icon. Click on this to engage with one of our support staff. They can be found online from 9am central European time to 7pm Pacific time.
  • Issue Tracking: Kaazing allows you to log issues directly into ZenDesk and track activity and resolution of your issues with our support team.
  • Knowledge Base: Kaazing believes in empowering our customers and engaging them through our online Knowledge Base to tackle issues and challenges encountered within our product, as well as integrated 3rd party components like operating systems, browsers, JVMs, development frameworks, and hardware. We accomplish this via bulletins, articles, defect digests with rediscovery information, and alerts that are made publicly available. We also publish alerts to mailing lists for known pitfalls and important patches that can be subscribed to by our users.
    Product Patches

Kaazing offers fixes to defects through product patches. Patch sets go through full regression and unit testing to ensure a very low risk of unwanted side effects and regressions.

Dedication to Quality of Service

Kaazing ensures that the quality and consistency of its Support Services is high by adhering to Service Level Agreements. We also continually monitor key performance metrics related to our Support services and periodically conduct customer satisfaction surveys and reviews.

Additional information and resources:

Global Support Contacts
Support Policies
Kaazing Software Downloads

Subscription Tiers

Technical Support K2 Support K1 Support
Support Hours 12X5 (M-F, local time) 24X7
Response Time Severity based* Severity based*
Number of Escalations 12 per year Unlimited
Access to online knowledge base
Access to online support system (KOSS)
Product updates (defect fixes)
Major product releases

* Please refer to our Support Policies for the definition of response time SLAs for each severity level.