Kernel IT Technical Support

Open a technical support request
Kernel Support for customers with active service contracts
Between 09:00 - 17:00 Monday to Friday, except official holidays:
  1. Use Kernel Online Customer Support Portal - Log in
  2. Call Kernel Group - Bucharest Office - Support Line: (+40) 0 312 285 574
  3. Call Kernel Group - Skopje Office - Support Line: (+389) 2 3090 245
  4. Notify Kernel Support by sending an email at: support@kernel.mk
Between 17:00 - 09:00 Monday to Friday, weekends and official holidays:
  1. Use Kernel Online Customer Support Portal - Log in
  2. Call your assigned system engineer or account manager
Kernel Support for customers without active service contracts
Between 09:00 - 17:00 Monday to Friday, except official holidays:
  1. Notify us by sending an email at: office@kernel-group.com
  2. A representative of Kernel Group will contact you shortly in order to assess the best way to support you.
Required information in order to open a Kernel Support Case:
  1. A brief description of the problems
  2. Equipment involved
  3. Location where support is requested
  4. Severity of the problem (use the levels specified)
  5. Contact details and a phone number where the system engineer can call back
Severity levels used by the Kernel Case Management System (check your support contract for details):
  1. Severity 1 (S1): Your IT infrastructure is "down" or there is a critical impact on your business operations. Kernel will commit all necessary resources around the clock to resolve the situation.
  2. Severity 2 (S2): Operation of an existing IT infrastructure 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.
  3. Severity 3 (S3): The operational performance of your IT infrastructure is impaired while most business operations remain functional. Kernel will commit resources during normal business hours to restore service to optimum levels.
  4. Severity 4 (S4): You require information or assistance from Kernel regarding product capabilities, installation, or configuration.