# Contact Kustomer Support

> This article details the various ways you can contact the Kustomer Support team.

Source: https://support.kustomer.com/en_us/contact-kustomer-support-rJsApFSIS

Last updated: 2026-10-26T18:18:17.943Z

This article details the various ways you can contact the Kustomer Support team. Our business hours are from 8:00 AM to 8:00 PM ET, Monday through Friday.

### In this article

*   [Contacting the Kustomer Support team](#contacting-the-kustomer-support-team)
*   [General response and resolution times](#response-times)
*   [Kustomer escalation path](#kustomer-escalation-path)

### Contacting the Kustomer Support team

We offer various methods for requesting assistance or reporting issues:

*   **Chat\*** with us using **Help** ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/7f500b23c94a0831bf30913745cf74a4.png)within Kustomer (available for users who are Org Owners or Administrators in their Kustomer organization)
*   **Email** [support@kustomer.com](mailto:support@kustomer.com)

**\*Note:** Chat support is not available for the Professional license tier. If your subscription is within the Professional Tier, please direct your support inquiries to [support@kustomer.com](mailto:support@kustomer.com).

#### Business Impact

When submitting a request, you can select a **business impact** to tell us how the reported issue affects you. This lets us prioritize the most urgent issues based on direct client feedback.

**24/7 On-Call Support** is available for critical issues preventing your team from using Kustomer or problems that are causing a significant business disruption. Some examples of critical issues are:

*   Complete downtime or system failure
*   Inability for a majority of users to access core features or functionality
*   Security breach or unauthorized access to sensitive data

You can start a request for On-Call Support using the following method:

*   **Chat** with us using **Help** ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/7f500b23c94a0831bf30913745cf74a4.png)within Kustomer (if you have the Org Owner or Administrator Kustomer permission set assigned)

Our email channel does not allow for Business Impact Selection and will always be treated as **Priority 2 (Medium)**.

### General response times

Priority

Target Response Time

Priority 0 (Critical)

2 Hours

Priority 1 (High)

1 Day

Priority 2 (Medium)

3 Days

#### First response times

For our first response, you can expect to have one of our Technical Support Engineers read through your query thoroughly and ask for additional information that will allow us to investigate the issue fully. We'll offer guidance and suggest any quick fixes to get you up and running ASAP.

#### Average resolution times

Generally, it takes under 3 business days, except if issues are escalated to Development.

Many of the issues we receive require a more in-depth investigation and a deeper understanding of your specific configuration to be resolved. The complexity of an issue impacts our average resolution time.

We continually work to improve our response and resolution times, providing a higher quality of service.

### Kustomer escalation path

To escalate issues and notify our CX Leadership and Senior Support team members, please use [escalations@kustomer.com](mailto:escalations@kustomer.com). If there is an immediate need to connect with our 24/7 on-call support team for assistance with a critical issue, please Chat with us using **Help** ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/7f500b23c94a0831bf30913745cf74a4.png)and select **Critical** as the business impact.