Support
We're here to help. Tell us what you need.
How can we help?
Existing Client Support
Questions about your current engagement, deliverables, or operational runbooks.
Response time: Within 4 business hours during business days
Incident Escalation
Critical infrastructure issues requiring immediate attention during engagements.
Response time: Within 30 minutes (24/7 availability for Severity 1)
Project Question
Considering KernelBloom for a project? Questions about services or engagement approach.
Response time: Within 24 business hours
Partnership Inquiry
Exploring referral relationships, subcontracting, or vendor partnerships.
Response time: Within 2 business days
Support hours
Standard support operates Monday–Friday, 9 AM–6 PM Eastern Time. We observe U.S. federal holidays.
Severity 1 incidents (complete service outage affecting production) are handled 24/7 for active engagement clients. Contact escalation requires a pre-arranged contract amendment.
For emails sent outside business hours, we respond the next business day. Urgent matters during off-hours may be marked as Severity 1 in your support request.
Incident escalation process
Severity Levels
Severity 1: Critical
Complete production outage. Customer-facing service down. Revenue impact. Immediate escalation required.
Severity 2: High
Significant degradation. Partial functionality impact. Workaround available. Response within 2 hours.
Severity 3: Medium
Minor issue. Limited functionality impact. No customer-facing effects. Response within 8 hours.
Severity 4: Low
Clarification request, feature request, documentation issue. Response within 2 business days.
Escalation Steps
- 1.
Initial support request submitted via this form or email
Include affected systems, error messages, business impact.
- 2.
KernelBloom support team responds and assesses severity
We confirm receipt and assign severity level within SLA window.
- 3.
Severity 1/2: Immediate escalation to engineering
For critical issues, our principal engineer joins within 30 minutes.
- 4.
Investigation and remediation with status updates
We provide updates every 30 minutes for Severity 1 issues.
- 5.
Resolution and post-incident review
For major incidents, we schedule a debrief and document lessons learned.
Before you submit a request
- ✓ Check your engagement contract and any SLAs or support addendums
- ✓ Gather relevant logs, error messages, timestamps, and affected services
- ✓ Check if the issue exists in runbooks or operational documentation
- ✓ Identify the business impact if applicable (revenue, customers affected, etc.)
- ✓ Have your engagement contact name and project details ready
Submit a support request
Emergency contact
This support form is for general inquiries and non-urgent issues. This form is not a substitute for contractual emergency support channels.
If you have a critical Severity 1 incident and a direct phone number in your engagement contract, please call immediately instead of using this form.
Other ways to reach us
Email: hello@kernelbloomcloudworks.com
Phone: +447592360451
7 KING STREET WEYMOUTH - DT4 7BJ (GB)