We have never used their tech support, so that's probably a very good thing. We have never had any weird problems with the product where we had to file support tickets or anything like that. It's just been smooth sailing for us. I don't know if we've been lucky or if the product is just super-stable.

I run into Kentik people at different conferences around the world, so we usually sit down and talk. We don't spend that much time with our account manager. Since we've been a customer for so long we have met everyone in the company from the early days. So we have pretty good contacts.

I have used technical support a few times and they have been knowledgeable and easy to work with. I really like them. I haven't had any issues at all. I've dealt with a lot of vendors, so it's like a breath of fresh air for me.

If you've ever dealt with Cisco before, or a telecom vendor, you know what I mean. But I send an email to Kentik and within a few hours I've got something back asking me a couple of questions and helping me fix the problem. It's a vastly different experience because if you try to do that with Cisco, for instance, or one of the network equipment vendors, you're going to be in for a very long process. And if you talk call a telecom company, same deal. You're probably not going to get a human the first time. If you get an email, it's going to be automated. It's just going to take forever. But Kentik is very quick.

The technical support is very good. Emails to support@kentik.com are answered quickly and competently. Kentik keeps in touch, listens to feedback, and cares.

Our interactions with their tech support are very good. Response times are generally measured in minutes, which is nice to see. You don't see that very often. They take ownership when we have issues. But it's usually more questions from our side than anything else. They're on it. They actually care, which you don't see very often in customer support areas.

When there is something missing, we are generally able to go to them and work with them on it. Within a reasonable amount of time, it's generally added. At the moment, we've got what we're looking for.

The last issue they helped us with was due to the fact that we do a lot of traffic engineering, especially as it relates to peering. Once we got Kentik we'd say, "Hey this peer is congested. Let's go take a look at what the source addresses are or the destination addresses are so that we can do some traffic engineering around that." They added in a mechanism that allows you to do that whole exercise with the click of one button, which made life for that specific path a whole lot easier.

We communicated that to our customer success rep.

Technical support has been very excellent. We've had many novel use cases which we've had to send back to them and their response times, and the solutions that they've given us, have always been better than satisfactory. They've met our needs and then some.

Tech support is very good. They have a form on their front-end where you can submit a problem request. The cool thing about is it is that it takes a snapshot of the query that's being made so they can immediately see what you're looking at. If you have a problem like, "Hey, why does this graph have this jump here?" they will see that right away, and then you can go back and forth with them. I've been working with them a lot on different issues and I've always had very good support from them.

Technical support is proactive in letting us know when we accidentally stop sending them flows. Additionally, when asking for help in configuring BGP settings, they have expert level knowledge in CLI configuration of network devices.

Their tech support is phenomenal. They tell us about an issue before we even get to it.

With the incident that I mentioned in the context of the solution's stability, even before we experienced any issues relating to it, they had already reached out to us and let us know what was going on. They gave us some timelines, and the ongoing communication kept us informed throughout the incident and was able to mitigate any kerfuffle from the executive layer. That can be a giant headache when dealing with those types of situations, but they managed it perfectly and were proactive with their communication and we didn't hear a peep from anyone about it.

Technical support is second to none.

The level of technical support is beyond any vendor that I have ever worked with before.

The service is totally hosted by Kentik, with a web portal and API. I have not had issues with it being available to use. I have not tried to get to it expecting it to be available and had it not load. Occasionally we’ll get an email or pop up notification on the Web UI that planned maintenance will take Kentik down for an hour or so, these come a few days in advance of the planned service.

The only issue we have had of a technical nature was with their dashboards. Dashboards are a custom page you build and layout manually with different “Data Explorer” queries, then you turn on auto-refresh and let it continue to build the graphs as time moves on. This auto-refresh feature stopped working after an update to the Kentik UI’s look and feel. When we noticed it was not functioning we sent them an email, they responded back quickly and told us they had replicated the issue and were going to work on a fix. It was the next day when they told us to try it again, and they had indeed fixed it already! I rarely get such prompt attention to an issue.