Standard Service Level Commitment

Product Support

Kisi offers tiered product support to meet diverse customer needs. Our self-service resources include comprehensive online documentation, an intuitive Help Center, and an AI Chatbot for quick and efficient answers. Additionally, our dedicated support team provides prompt, tailored solutions through multiple channels, ensuring that every customer receives the guidance and expertise they require.

Product support is organized into three tiers:

• Kisi Care Basic: Ideal for self-service assistance, this tier provides access to our Help Center and AI Chatbot, offering answers to common questions and guidance on product usage.
• Kisi Care Plus+: Tailored for those needing more hands-on help, Plus Support includes faster response times, live chat, and the ability to schedule phone or video calls with our support team.
• Kisi Care Enterprise: Our highest tier provides priority service and personalized solutions, ensuring that critical issues are addressed swiftly and with expert care.

Billing Support

All customers can receive dedicated support for any questions or issues related to billing, subscriptions, and payments, regardless of their support package. This includes assistance with:

• Billing inquiries
• Payment issues
• Subscription management
• Payment disputes
• Renewals
• Plan changes

Please contact billing@getkisi.com for any questions about billing, payments, or subscription management.

Compliance Support

For compliance related inquiries, please contact compliance-team@getkisi.com.

Changes to the SLC

Please note that our Service Level commitments (SLCs) may be subject to change at Kisi’s discretion. Should any changes occur, we will provide a minimum of 30 days’ notice. In the event of ambiguity or discommitment, Kisi shall have the authority to interpret the provisions of this SLC.

Overview of support packages

Definitions

For purposes of this Service Level commitment, the following terms have the meanings set forth below.

“Customer” means the party to the Vendor commitment that is the recipient of the Services.

"Customer Systems" means the physical infrastructure, hardware, and software components owned or operated by the Customer and used in connection with the Provider's provision of the access control solution, including but not limited to electronic card readers, access control panels, door strikes, and any related software or network infrastructure.

“Error” means any failure of the Service to operate in all material respects in accordance with all associated specifications and documentation, including any problem, failure or error referred to in the Service Level Table.

“Main commitment” means the commitment to which this Service Level commitment is attached or referenced.

“Meaningful Response” defined as the duration it takes for a customer to receive a response from a support agent that provides substantial value or actionable information.

“Provider” means the party to the Main commitment that is the provider of the Services.

“Service Level Failure” means a failure to perform the Support Services fully.

“Support Hours” means support working hours.

“Services” means all software and all services provided under the Main commitment or any statement of work or exhibit associated with the Main commitment.

“Support Services” means Provider’s provision of (i) online, email, or telephone support regarding use and deployment of the Services; (ii) identification, diagnosis, and correction of Errors by the provision of remote and/or on-site technical support.

“RMA” means Return Merchandise Authorization is a unique identifier provided by the service provider to the customer for returning a product.

“Defective Product” means a product that fails to meet the specified quality standards or does not function as intended.

“Non-Defective Product” means product that meets the specified quality standards but is returned due to reasons other than defects, such as a change of mind or incorrect ordering.

“Original Purchase Date” means the date when the customer originally purchased the product.

“Term” means the term of the Main commitment or any respective statement or work or exhibit associated with the Main commitment.

Kisi Care Basic

Ideal for customers who prefer self-service support or need help with common queries related to product usage.

Scope of support

Assistance is limited to account inquiries, troubleshooting basic issues, warranty inquiries, and providing guidance on product use.

Customers eligible for Kisi Care Basic

Kisi Care Basic is available to all Kisi customers who have purchased any Kisi product.

Inquiries not handled by Kisi support

• Integration related inquiries
• Training and consultation
• Out-of-scope hardware issues
  • Network issues
  • Power failures
  • Third-party readers
  • Improper installation
  • Physical damage
• Restoring lost data due to customer error
• Investigating cybersecurity incidents
• Customer onboarding and installation
• On-site support

Please note that Kisi does not offer any form of on-site support services. While Kisi may provide referrals to installers, resellers, technicians, or other partners, all arrangements and costs associated with such services remain the responsibility of the customer. Kisi will not reimburse or cover any on-site service fees or expenses.

Submission methods

To submit support requests, please use the email address support@getkisi.com or our support form. For hardware-related issues, be sure to include the Device IDs, time stamps, and video snippets.

Acknowledgement and response

Initial acknowledgment and meaningful response within 24 business hours, available 24 hours, 5 days a week. Working hours start Mondays 00:00 UTC and end Fridays 24:00 UTC.

Inquiries submitted outside the stated hours, weekends, and public holidays will be addressed starting the next business day.

Support availability

Available 24 hours, 5 days a week. Working hours start Mondays 00:00 UTC and end Fridays 24:00 UTC.

Kisi AI chatbot

The Kisi AI Chatbot is available at no cost to all customers. It can answer basic questions about Kisi hardware and software and direct users to relevant documentation. Please note, this does not include live chat with Kisi customer support.

Kisi Help Center

Included. The Kisi Help Center, also referred to as “Kisi Docs,” serves as our centralized portal for product documentation. It can be accessed at: https://docs.kisi.io/

Kisi Care Plus+

Ideal for end customers and resellers who need more hands-on support and prefer faster, more direct communication with our support team.

Scope of support

Account management, product troubleshooting, warranty inquiries, priority escalations, and feature-related inquiries.

Customer with access to Kisi Care Plus+ features

Admins and organization owners.

Inquiries not handled by Kisi support

• Integration related inquiries
• Training and consultation
• Out-of-scope hardware issues
  • Network issues
  • Power failures
  • Third-party readers
  • Improper installation
  • Physical damage
• Customer onboarding and installation
• On-site support

Please note that Kisi does not offer any form of on-site support services. While Kisi may provide referrals to installers, resellers, technicians, or other partners, all arrangements and costs associated with such services remain the responsibility of the customer. Kisi will not reimburse or cover any on-site service fees or expenses.

Submission methods

Support inquiries can be submitted through several channels:

• Email: support@getkisi.com
• Support Form
• Kisi Customer Support Portal: Accessible through the Kisi Web Dashboard
• Live Chat: Accessible through the Kisi Customer Support Portal
• Scheduled meetings: Accessible through the Kisi Customer Support Portal

Acknowledgement and response

Initial acknowledgment and meaningful response: Within 12 business hours, available 24 hours, 5 days a week. Working hours start Mondays 00:00 UTC and end Fridays 24:00 UTC.

Inquiries submitted outside the stated hours, weekends, and public holidays will be addressed starting the next business day.

Issue resolution or escalation: Average within 2 business days, barring extenuating circumstances.

Support availability

Available 24 hours, 5 days a week. Working hours start Mondays 00:00 UTC and end Fridays 24:00 UTC.

Kisi Live Chat

Live Chat is available 24/5 through the Kisi Customer Support Portal, offering quick responses from the Kisi support team.

Scheduled support calls #

Customers can schedule a call with a support representative. Each customer may book up to two 20-minute phone or video slots per week. To ensure a productive session, customers must provide the support team with a clear, concise briefing on the issue they wish to discuss in advance.

Kisi AI chatbot

The Kisi AI Chatbot is available at no cost to all customers. It can answer basic questions about Kisi hardware and software and direct users to relevant documentation. Please note, this does not include live chat with Kisi customer support.

Kisi Help Center

Included. The Kisi Help Center, also referred to as “Kisi Docs,” serves as our centralized portal for product documentation. It can be accessed at: https://docs.kisi.io/

Kisi Onboarding Plus

Included with a one-year commitment to Kisi Care Plus. Currently available only in the United States.

More information

Kisi Care Enterprise

Ideal for enterprise customers who require priority, personalized support, and need access to dedicated resources to resolve issues quickly.

Scope of support

Account management, product troubleshooting, warranty inquiries, priority escalations, and feature-related inquiries.

Customer with access to Kisi Care Enterprise features

Admins and organization owners.

Inquiries not handled by Kisi support

• Training and consultation
• Out-of-scope hardware issues
  • Network issues
  • Power failures
  • Third-party readers
  • Improper installation
  • Physical damage
• Customer onboarding and installation
• On-site support

Please note that Kisi does not offer any form of on-site support services. While Kisi may provide referrals to installers, resellers, technicians, or other partners, all arrangements and costs associated with such services remain the responsibility of the customer. Kisi will not reimburse or cover any on-site service fees or expenses.

Submission methods

Support inquiries can be submitted through several channels:

• Email: support@getkisi.com
• Support Form
• Kisi Customer Support Portal: Accessible through the Kisi Web Dashboard
• Live Chat: Accessible through the Kisi Customer Support Portal
• Scheduled meetings: Accessible through the Kisi Customer Support Portal

Acknowledgement and response

Initial acknowledgment and meaningful response: Within 2 business hours, available 24 hours, 5 days a week. Working hours start Mondays 00:00 UTC and end Fridays 24:00 UTC

Inquiries submitted outside the stated hours, weekends, and public holidays will be addressed starting the next business day.

Issue resolution or escalation: Average within 2 business days, barring extenuating circumstances.

Support availability

Available 24 hours, 5 days a week. Working hours start Mondays 00:00 UTC and end Fridays 24:00 UTC.

Kisi Live Chat

Live chat is available 24/5 through the Kisi Customer Support Portal, offering quick responses from the Kisi support team.

Scheduled support calls

Customers can schedule a call with a support representative. Each customer may book up to four 20-minute phone or video slots per week. To ensure a productive session, customers must provide the support team with a clear, concise briefing on the issue they wish to discuss in advance.

Phone support

Direct phone line to our dedicated customer support team. Available during business hours.

Kisi AI Chatbot

The Kisi AI Chatbot is available at no cost to all customers. It can answer basic questions about Kisi hardware and software and direct users to relevant documentation. Please note, this does not include live chat with Kisi customer support.

Kisi Help Center

Included. The Kisi Help Center, also referred to as “Kisi Docs,” serves as our centralized portal for product documentation. It can be accessed at: https://docs.kisi.io/

Kisi Onboarding Enterprise

Included with a one-year commitment to Kisi Care Enterprise. Currently available only in the United States.

More information

Kisi onboarding packages #

Kisi provides a range of onboarding packages to suit different customer needs.

• Kisi Onboarding Basic is free and includes self-help materials, guides, and video tutorials to help you quickly set up your organization.
• Kisi Onboarding Plus (currently only available in the US) is designed for customers who need additional support. It includes a dedicated onboarding representative, email and phone support, installer coordination, white-glove account and integration setup, one live onboarding success call, and one live admin/group training session to familiarize your team with Kisi.
• Kisi Onboarding Enterprise (currently only available in the US) is our recommended package for enterprise customers, offering an extended level of support. It includes 90 days of onboarding assistance, three live admin or group training sessions, and one live checkpoint call.
• Kisi Onboarding Basic is free and accessible to all customers.
• Kisi Onboarding Plus requires a one year commitment to Kisi Care Plus.
  • Onboarding package is currently only available in the United States
• Kisi Onboarding Enterprise requires a one year commitment to Kisi Care Enterprise.
  • Onboarding package is currently only available in the United States

Hardware warranties and returns

For information on Kisi warranty and return policy visit KISI INCORPORATED END USER commitment.

Return shipping

1.1 Defective products

The customer is responsible for shipment and any incurred costs when sending the defective product to Kisi. If Kisi confirms that the device is defective, Kisi will provide a replacement free of charge and cover the shipping cost back to the customer, excluding import taxes or customs duties.

1.2 Non-defective products

If the product is determined to be non-defective, the customer must cover the shipping costs to return the product. Additionally, if the returned device is not eligible for warranty coverage, the customer will also be charged a restocking fee.

1.3 Shipping delays

Kisi shall not be held responsible for any shipping delays or costs incurred during the RMA process, including transit delays, customs processing, or issues related to the chosen courier.

1.4 RMA turnaround time

The standard RMA processing time will be communicated to the customer during the RMA initiation. Kisi will make reasonable efforts to meet this timeframe, but it may vary based on factors such as product availability and shipping times.

Governing law

This Service Level commitment will be governed by and construed in accordance with the laws of the State of New York without regard to principles of conflicts of law. You submit to the jurisdiction of the federal or state courts of or located in New York County, New York, with respect to any action or proceeding arising out of or in any way related to this Service Level commitment, and you hereby waive any venue or other objection which you may have to any such action or proceeding being brought in the federal or state courts of in New York County, New York.