Preliminary Investigation
Kore.ai provides comprehensive online documentation and a community forum that enables
self-help that you may want to make use of. We strongly recommend leveraging these resources
For any issues that you may encounter. Kore.ai also strongly recommends that customers should
conduct an initial triage to ensure that the issue is not caused due to improper usage of the XO-
Platform or product, any dependency on customer back-end systems, or any third-party
applications being used by the customer.
However, if you cannot get what you are looking for,
do raise a support ticket along with the analysis done at your end.
Detailed Incident Report
At Kore.ai, our proficient technical support, product support, and engineering teams are eager
to help you resolve your issues.
Resolution times are directly related to the details you share, while reporting the issues.
Details like (but not limited to) -
Crisp description of the issue, steps to reproduce, environment details, browser network logs, server logs, screenshots, number of times(frequency) the error is occurring, the device and channel type, if bot-kit is involved, etc. can greatly impact the turn-around times on your issues.
It is advisable to provide as much detail as possible for your issues so that we can promptly resolve them. During the investigation, request for multiple calls/requests for logs or other details may arise.
If the right details or information sought is not provided in time (within 2 days of requesting), Kore.ai support reserves the right to absolve SLA.
While raising an incident, Kore.ai technical support hopes that the severity of the issue will be
reported following Kore’s severity definition.
In case, after investigation, the reported severity is not found in line with Kore.ai’s definition it will be
changed along with a brief explanation on the ticket.
Access to appropriate point of contact
Kore.ai technical support agents may need access to your bot configuration, dashboard, and
analytics for troubleshooting and analysis.
It is advisable to have a few dedicated team members
identified from your end so that we can expedite analysis and troubleshooting and ensure
speedier resolution for your issues.
Specific to On-premise Customers (does not apply to customers having
Kore.ai Managed hosting)
For our enterprise customers, specifically for on-premise installations, speedy resolution of
issues is of paramount importance. Hence, we request the below details.
• Secured access to the infrastructure for quick troubleshooting and analysis.
• If it is not possible to provide secured access, at least please ensure there is a point of contact who can get on a call to screen-share and get us the relevant details.
• Dedicated triage teams to replicate the issues and provide relevant details. Sharing and managing knowledge of deployment details
• Based on the on-premises installation and operational guides (and other documents presented as part of installer/releases/patch) the customer needs to maintain a shared knowledge base of the installation details, server, clusters, pods, load balancers, log file
paths, etc.
The Kore.ai infra team, that usually works closely with the customers, may be aware of the details, but this is highly recommended to avoid any dependency on Kore.ai resources during critical times/ troubleshooting.
Sharing of screen-sharing meeting invites and web-conference Kore.ai can schedule web meetings for screen-sharing and audio, only using the supported tools approved within Kore.
In case the customer does not use these services, the customer is required to arrange and provide alternate screen sharing and audio-enabled web-conference solutions.
Coordinate with other vendors
Customer owns the coordination with other vendors and partners as required to support any
functional or technical needs.