Support and SLA

Support and SLA


As a company that has spent its entire existence building products for organizations to get the best out of their people, we’ve learned a thing or two about doing it well. Perhaps most important is the art of listening. We recognize no two organizations are the same, and each requires an individualized approach. That’s why a major part of our offering is listening to our customers’ feedback.

From the moment you start talking to us, through well beyond your rollout, you’ll find a team eager to hop on the phone and discuss everything from your plans to your experiences with Kolide.

When we hear something isn’t working, you can expect we’ll get our best folks on it so that it’s fixed and fixed right. When we hear a great idea, expect that it will make it into our roadmap. And when we hear about something going well, expect that we’ll find a way for all of our customers to get the same benefit.

Perhaps the one thing you shouldn’t expect is to be left alone. We are a team that earnestly wants to build a long-lasting relationship with the folks who use our product. At Kolide, we’re more than just a service - we’re your partners in this journey. We’re here to listen, learn, and grow with you, every step of the way.

How To Contact Support

There are several ways to contact Kolide support:

Via Email

Email us directly at Whenever possible, email us from the work email address associated with your account.

Via Chat Widget

Kolide support can be reached via an in-app chat widget. This widget is available in the bottom-right corner of the Kolide admin UI. Simply click it, compose your message, and a support representative will respond as soon as possible.

Via Slack Chat

For an additional cost, Kolide provides support over Slack via a feature called Slack Connect. Since all Kolide employees use Slack for their day-to-day work, it’s common that in addition to Kolide support staff, Kolide engineers and Kolide leadership will regularly directly answer questions or respond to feedback.

For more information or to upgrade, please reach out to support via email or chat widget.

Support Hours

Kolide support is officially available every Monday - Friday from 9:00 AM - 6:00 PM Eastern Time.

Holiday Schedule

Kolide observes the following holidays:

  • New Year’s Day (January 1st)
  • Dr. Martin Luther King Jr. Day
  • Presidents’ Day
  • Memorial Day
  • Juneteenth (June 19th)
  • Independence Day (July 4th)
  • Labor Day
  • Election Day (open, with limited hours)
  • Veterans Day (November 11)
  • Thanksgiving Day and the Friday after
  • Winter Holiday (December 24th & 25th)

During these holidays, Kolide is closed and support is officially unavailable.

Service Level Agreement

For an additional cost, Kolide offers an optional Service Level Agreement (SLA) that provides service credits for Kolide downtime in excess of our 99.99% uptime commitment. For exact details, view the full agreement.

If you’re an existing customer and want more information or want to add an SLA, please reach out to support. If you are looking to buy Kolide and add an SLA to your purchase, please contact sales.