Kentico has great resources and online training—it’s easy to find answers on your own. But sometimes, even with all that at your fingertips, you need a little extra help. That’s where our Support team comes in. In this article, we’re pulling back the curtain to show what makes our Support team so effective—and why our customers consistently rate us among the best.
What happens when you have a problem, you look through all your resources, and you can’t find the answer? Support is here for you, and we’re committed to always helping you find the answer. I wanted to share a closer look at how we've achieved our success at Kentico. It all comes down to the principles that guide us every day. These values shape our decisions, define our culture, and drive us forward.
By the way, we’re pretty good at it—and this is reflected in our outstanding G2® Grid Report customer support score, earning 91% in the Winter 2025 report.
So how do we do it? We stick to ten core values that guide everything we do—from the way we support our customers to how we collaborate internally. These values aren’t just words on a wall; they shape our decisions, our culture, and the way we show up every day. They keep us grounded, consistent, and always working to raise the bar.
Here are our support team's top 10 values:
1. Be easily accessible
It's super easy to contact us. You have two options:
- Go to our Technical Support issue form and fill it out.
- Send support@kentico.com an email.
That’s it! We see your request immediately and pick it up as soon as we are done helping the previous customer.
Wherever you’re in the app, our product website, or in the documentation, Support is just one click away, and you’ll always find yourself talking to a real person.
2. Be a problem solver
At Kentico, your success is our success. Cheesy, but true. We enjoy working on difficult issues and saving your day. Every issue is personal, and we discuss and brainstorm solutions at great length in our Support offices and online channels. Even though one Support Engineer signs your ticket replies, there’s much more that goes on behind the scenes.
More than likely, a few people collaborated to find the best solution for you (including our colleagues who wrote the code). Nothing gets us started like a complicated or unusual problem reported by a customer!
3. Be online—whenever, wherever
We have more than 20 members on our Support Engineer Team that will help you find solutions at any time. We manage this from our offices in Brno, Czech Republic and Bedford, New Hampshire. With these two teams and a bit of shift organization, you can rest assured that whenever you need some assistance or guidance using our products, our expert Support Engineers will be online to help.
"Kentico's support team and is so knowledgeable and responsive that our team felt very well supported during their first Xperience by Kentico build. We were not alone."
4. Be deliberate
Support Engineers are free to pick up tickets from the queue based on their best judgement, experience, and (often) curiosity—they might see an issue they want to help with so they can learn more about how to fix it in the future.
Some questions can be solved within minutes, but some need backup restoring, reproducing the issue, lots of testing, consulting with Xperience by Kentico developers about features, and generally a lot of digging for the answer.
But don’t worry. We won’t be experimenting and delaying answers for real, pressing customer issues. We know when to ask a colleague who may know a little more about an issue and is usually just a message or desk away.
5. Be the owner
A support ticket (or “case” or “conversation” or whatever you want to call it) is not a hot potato for us. We’re not driven by the number of solved tickets, and we know every single one is different. Our top priority? Satisfied customers. Which is why we love solving issues. At Kentico, Support Engineers own the issues. They take care of the entire lifespan of the issue, and they’ll use every resource available.
"As a full-service digital agency, Kentico has allowed ZAG to build custom, sophisticated websites that meet our evolving client needs. The combination of out-of-the-box features, along with its highly customizable nature and its exceptional support, is why we recommend it over and over to our clients. ZAG’s talented teams of strategists, marketers, developers, and more rely on Kentico for clients who are looking for a licensed .NET CMS solution that’s here to stay."
6. Be equal
We don’t believe in tiered support in the traditional sense. It isn’t our job to send you links to documentation (because that’s no fun for anyone). Any one of our team members can pick up any issue and work on it. Apart from the signatures in our emails or in Intercom, you usually won’t notice whether you are talking to a Tech Lead or Support Specialist, a junior or senior. You’ll never see us say, “Hey, this isn’t my area, so I’ll pass you on to another level of Support. Have a nice day. Oh, and by the way, you’re at the bottom of the queue again!”
7. Be a learner
By giving everyone the choice to pick up any ticket and never considering any question silly, we ensure that we always keep learning and broadening our experience. We try to have as much real-life experience as possible. Support Engineers build sample or real projects using our products in their personal development time (we call it “innovation time”), and we work with our products the way our customers do. This helps us understand our customers a lot better.
The whole team also “brainstorms” every day, which is a time we think about solutions in a group or share interesting solutions to tricky customer issues.
"Kentico's support team is outstanding— they are knowledgeable about the product and they consistently go above and beyond to figure out any issues I have. I’ve worked with them for over 15 years and having them available to back me up gives me confidence in choosing Kentico."
8. Be a team player
Everyone on the Support Engineer Team has a role. That doesn’t mean we limit what customer issues our team will be working on—we strongly believe in cooperation and have experts in various parts of our products. Some of our Support Engineers, who we call specialists, sit next to our developers in their offices, so they’re just one question away from reliable advice for any product-related question.
9. Be extraordinary
We do what makes sense within specific contexts and try not to be limited by rules and processes too much. At the end of the day, our solution should help solve your queries. Customer Support is a very diverse business full of surprises and new challenges, which means too many rules or tightly defined conditions don’t help our overall goal much.
Our mantra is “Make the best effort to do as much as you can do to delight the customer.” We know when to go the extra mile and continue working with you to solve an issue or offer advice, even if it means we won’t be the Support Champion who finished 100 tickets.
We appreciate hearing from you. After any support ticket is solved, you’ll receive a short questionnaire asking about your experience. Every ticket response gives you a link to rate the answer. Technical Leaders, the head of Support, and Support Specialists and Engineers all see the ratings almost immediately, and if there is a less-than-perfect score, we look back at through the conversation and try to learn from it. Whenever there is an opportunity to help you further, we do it.
10. Be collaborative
We believe we should always have the best person for the job on the job, regardless of titles or roles. Even though we keep a high baseline of knowledge, and all our colleagues are Kentico experts, some people excel in specific areas, or there might be different parts of the products closer to their hearts.
With knowledge gathered from talking to our customers, we have a good idea about how they’re using Kentico products and the results they're looking for. So we try to use this knowledge to contribute to other departments’ work.
Need to deliver feedback to product teams and developers? Want to write DevNet articles or blog posts? Looking to improve documentation or trainings? Or work on open-source projects? Whenever and wherever they can make a difference, Support Engineers are here for you.
Curious to learn more about how Kentico can make your life easier, beyond our top-notch support? Download our free ebook, Simplify your life, to learn how Xperience by Kentico transforms marketer efficiency!