Client handbook
How to get the best from our operations team, channels, severities, windows, and mutual expectations.
How to reach us
Emergency (production down, hack in progress, data at risk): call +1 (323) 412-0665 any time, answered within 30 minutes.
Everything else: email support@kinetikatech.com with the details below; non-critical replies within 12 business hours.
What to include in a ticket
Affected domain(s) or server, what you expected vs what happens, when it started, recent changes, and a contact who can approve restarts. Screenshots of errors and the exact text beat descriptions.
Severity levels
Critical: production down, data at risk, active compromise, 30-minute response, 24-hour resolution target. High: degraded service or imminent risk, same-day response. Normal: questions, changes, optimizations, scheduled into weekly windows.
Maintenance windows
Routine updates run in agreed weekly windows with snapshots taken first. Anything disruptive is announced in advance with a rollback plan attached. Emergency security patches may run immediately with notice right after.
What we need from you
Timely admin access, prompt notice of observed issues, cooperation on recommended security measures, and a billing contact who answers within payment terms.
Related pages
Server problem? Hacked site? Slow website?
Critical issues answered within 30 minutes, 24 hours a day, 7 days a week.