Standard support & availability

This page describes the standard support available to all K Pro users. Specific commitments.

Availability targets, formal priority levels, and response times are defined separately under the applicable commercial agreement and take precedence where one is in place.

1. Overview & Availability

K Pro is supported during standard business hours.

• Support Hours: 9:00 AM to 6:00 PM (Paris Time)

Availability targets and uptime commitments are defined as part of the applicable commercial agreement rather than as a general public commitment.

2. Contacting Support

For any questions or issues, please submit a request through our support form. This is the fastest way to reach our team. Your request is routed to the right contact, and updates are shared by email.

3. Submitting a Request

To help us investigate quickly, include:

• Contact Information: Your email address (and a phone number if you'd like us to be able to reach you directly).
• Issue Description: A detailed explanation of the problem.
• Reproduction Steps: Step-by-step instructions to reproduce the error (if applicable).
• Timestamp: The date and time the incident occurred.
• Attachments: You can attach files directly to the request.

If direct upload fails, email files to [e-mail] with your Service Request Number in the subject line.

4. Issue prioritization

We review each request based on impact, scope, and whether a workaround exists. This helps us prioritize critical incidents first, especially issues affecting platform access or core workflows.

Formal priority levels and service level commitments are defined separately as part of enterprise agreements.

5. Communication & Updates

We keep you informed throughout the lifecycle of your request.

For critical incidents affecting platform availability:

• Initial Alert: We notify affected customers as soon as an outage is confirmed.
• Updates: We share progress updates until the issue is resolved.
• Resolution: We send a confirmation once service is restored.
• Post-incident Follow-up: We may share a summary with key contacts for major incidents.

For general support requests:

• Confirmation: You receive a Service Request reference number by email.
• Updates: We share progress as the request moves forward.
• Closure: We close the request once the issue is resolved or the question is answered.

6. Maintenance Policy

When K Pro is hosted by Owkin, we handle all infrastructure and software updates.

• Planned Maintenance: Scheduled to minimize impact. Enterprise customers are notified in advance in accordance with their commercial agreement.
• Unplanned Maintenance: Reserved for urgent issues. We notify affected enterprise customers as soon as possible when it is required, and again once it is completed.