Support & Contact > Support & Contact

Do you have questions or need assistance?

Please do not hesitate to contact us via email at support@koongo.com.

Koongo Office hours

Please note that our office hours are from Monday to Friday, 9 AM to 4 PM (GMT).

The response time and actions taken to resolve an issue will depend on your Service Level Agreement and the impact it has on your business.

Issue response time

The initial response time is defined as the first contact made by a Support Engineer after the incident has been logged in the support ticket system.

By default, the initial response time for Koongo customers is 24 hours (excluding weekends).

If an incident cannot be resolved immediately or more information is needed, a status update will be communicated to the customer.

A final follow-up will occur on the resolution date, and the ticket will remain open until confirmation is received that the customer is satisfied with the resolution.

If there is no email received from the customer within four days from the last Koongo reply, the issue will be considered as Solved and the related ticket will be closed.